Help Desk Technician

Mavensoft Technologies, LLC; Nashville, Northern (TN, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

Metro ITS is seeking a motivated Help Desk Technician to join our 24x7x365 Tier 1 team in Nashville, TN onsite. This nine-month assignment runs 12-hour night shifts (6:00 PM – 6:00 AM) with a 4-on/3-off rotation, focusing on first-line technical support and customer service.

You will handle Windows, Microsoft 365, Outlook, password and access management, and hardware issues, documenting steps and escalating where needed to higher-level teams.

Qualifications

• Help desk experience preferred but not required.
• Strong problem-solving and communication skills.
• Familiarity with Windows OS, Microsoft 365, and Outlook.

Responsibilities

• Provide Tier 1 technical support through phone, email, and service portals.
• Serve as the first point of contact for employees with technical issues.
• Troubleshoot and resolve hardware, software, and app issues.
• Support Windows OS, Microsoft 365, Outlook, accounts, passwords, printers, and connectivity.
• Document interactions, steps, and resolutions in the service system.
• Escalate complex issues to higher-level teams with clear details.

Skills

Tier 1 Help Desk

Windows support

Microsoft 365

Outlook

Password management

Hardware troubleshooting

Printer troubleshooting

Network troubleshooting

Ticket management

Customer service

Documentation

Job description

Title: Help Desk Technician
Location: Nashville, TN – Onsite
Duration: 9 Months ( It’s 12hrs shift daily - 6:00 PM - 6:00 AM Night Shift of 4-on / 3-off each week)
Description:
Metro ITS is seeking a motivated, customer-focused, and technically curious Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. We are looking for candidates with strong problem-solving abilities and an interest in technology. Formal Help Desk experience is preferred but not required.
As the first point of contact for Metro Nashville employees requiring technical assistance, you will provide support through phone, email, and the service portal. This role is an excellent opportunity for someone looking to start or continue building a career in Information Technology.
Key Responsibilities

• Provide Tier 1 technical support through phone, email, and service management portals.
• Serve as the first point of contact for employees experiencing technical issues.
• Troubleshoot and resolve common hardware, software, and application-related issues.
• Provide support for Windows operating systems, Microsoft 365, Outlook, user accounts, passwords, printers, connectivity, and access-related issues.
• Research unfamiliar technical problems using knowledge articles, documentation, vendor resources, and approved support tools.
• Document customer interactions, troubleshooting steps, and resolutions accurately within the service management system.
• Take ownership of assigned incidents and service requests through resolution or appropriate escalation.
• Escalate complex issues to higher-level support teams while providing clear and detailed troubleshooting information.
• Follow established Help Desk procedures, IT security requirements, and organizational processes.
• Participate in training, knowledge sharing, and continuous improvement initiatives.
• Collaborate with team members and contribute to a positive and supportive team environment.

Key Skills & Qualities

• Tier 1 Help Desk / Technical Support
• Windows and Microsoft 365
• Outlook and user account support
• Password and access management
• Hardware and printer troubleshooting
• Network and connectivity troubleshooting
• Incident and ticket management
• Customer service and communication
• Problem-solving and troubleshooting
• Documentation and knowledge base research