IT Help Desk Associate - Curious Problem Solver (Tier 1)

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

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.