Help Desk Representative

Nleague Services Inc.; Nashville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Nleague Services Inc. in Nashville is seeking a Help Desk Representative to join Metro ITS' 24x7 Tier 1 team. You will handle requests via phone, email, and service portal, providing first-contact technical support.

You will troubleshoot Windows, Microsoft 365, Outlook, printers, connectivity, and application issues, document interactions, and escalate when needed. The ideal candidate is curious, eager to learn, and ready to build a career in IT.

Qualifications

• Curious about technology and how things work.
• Enjoys solving problems and finding why something fails.
• Able to research and troubleshoot before asking for help.
• Comfortable saying I don't know and then finding the answer.
• Communicates well with customers and teammates.
• Can work independently yet contributes to a team.
• Eager to continue developing technical and professional skills.

Responsibilities

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot common hardware, software, Windows, M365, Outlook, account, connectivity, printer, and app issues.
• Listen to customers, ask questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles, documentation, vendor resources, and approved sources.
• Document customer interactions, troubleshooting, and resolutions in the service management system.
• Take ownership of incidents and service requests through resolution or escalation.
• Provide the necessary information to other teams when escalation is needed.
• Learn and follow Help Desk procedures and security requirements.
• Participate in training and knowledge sharing to improve Help Desk operations.
• Support teammates and contribute to a positive team environment.

Skills

Curiosity about technology

Problem-solving

Willingness to learn

Self-motivation

Communication skills

Independent work

Team player

Job description

Job Id: 66293

Help Desk Representative

Location: On-site, 700 President Ronald Reagan Way Nashville, 37219

Client: TN Metro-ITS

Duration: 06+ Months

Job Description:

• Metro ITS is looking for a Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. The Help Desk is the first point of contact for Metro Nashville employees who need technical assistance. We support customers by phone, email, and service portal.
• The technician will troubleshoot, resolve, document, and elevate technical issues and service requests. The work can range from simple password and account issues to Windows, Microsoft 365, Outlook, hardware, printers, connectivity, and application problems.
• Prior Help Desk experience is helpful, but it is not required. We are more interested in finding someone who is curious, willing to learn, can work through a problem, and genuinely wants to build a career in IT.

What You'll Do

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues.
• Listen to the customer, ask good questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources.
• Document customer interactions, troubleshooting, and resolutions accurately in the service management system.
• Take ownership of assigned incidents and service requests through resolution or appropriate escalation.
• Provide another support team with the information they need when an issue needs to be escalated.
• Learn and follow Help Desk procedures, security requirements, and established processes.
• Take part in training, knowledge sharing, and efforts to improve how the Help Desk works.
• Support your teammates and contribute to a positive team environment.
• What We're Looking For
• We are not looking for a resume that simply checks a list of technical boxes. We are looking for someone who wants to learn and figure things out.
• The right candidate:
• Is curious about technology and wants to understand how things work.
• Enjoys solving problems and figuring out why something is not working.
• Will take some time to research and troubleshoot before immediately asking someone else for the answer.
• Is comfortable saying, "I don't know," but then wants to figure out how to find the answer.
• Asks good questions and learns from the answers.
• Can learn new technology, processes, and procedures.
• Takes ownership of their work.
• Accepts coaching and feedback and uses it to get better.
• Communicates well with both customers and coworkers.
• Can work independently but also understands that the Help Desk is a team.
• Has an interest in continuing to develop their technical and professional skills.