IT Help Desk Specialist — End-User Support Troubleshooting

Jobtailor; Tennessee; On-site; USD 42,000 - 60,000; Full time

Job summary

Jobtailor is seeking an Information Systems Support Specialist in Tennessee to provide Tier 1 customer help desk assistance. You will receive, log, analyze, and resolve requests across multiple channels, and then assign calls to the right teams.

You will monitor systems, maintain Help Desk data, and develop process documentation. The role emphasizes independent judgment, strong reading of manuals, and clear verbal/written communication while handling end-user issues.

Qualifications

• Associate's Degree in Computer Sciences required.
• Preferred: High School Diploma or Equivalent.
• Preferred: 1–3 years of end-user support experience.
• Preferred: 1–3 years of technical support call center or help desk experience.
• Preferred: Microsoft Certified Technology Specialist certification.
• Knowledge of a wide range of hardware equipment and software applications.
• Comprehensive understanding of Information Systems and support-group functions.
• Ability to operate and troubleshoot computer operating systems, applications, and system management software tools.
• Ability to read and understand technical manuals and documentation.
• Accurate typing while conversing with customers by telephone.
• Verbal and written communication ability.

Responsibilities

• Receive, log, analyze, and resolve customer requests for Information System services.
• Provide Tier 1 customer support by directly responding to service requests.
• Assign calls to appropriate support groups or individuals.
• Monitor processes and the status of various systems.
• Maintain accurate information in Help Desk system databases.
• Develop and maintain process resolution documentation, flow sheets, and procedural references.
• Independently exercise sound judgment and initiative across varied circumstances.
• Interpret equipment status indicators to determine appropriate operating conditions.
• Read technical manuals and documentation to determine correct actions and safety precautions.
• No lead or supervisory responsibilities.

Skills

Verbal Communication

Written Communication

Customer-Oriented Demeanor

Professionalism

Judgment & Initiative

Education

Associate's Degree in Computer Sciences

High School Diploma or Equivalent

Tools

Help Desk System

System Management Software

Job description

Jobtailor is seeking an Information Systems Support Specialist in Tennessee to provide Tier 1 customer help desk assistance. You will receive, log, analyze, and resolve requests across multiple channels, and then assign calls to the right teams.

You will monitor systems, maintain Help Desk data, and develop process documentation. The role emphasizes independent judgment, strong reading of manuals, and clear verbal/written communication while handling end-user issues.