IT Help Desk Technician

Jobtailor; Cookeville (TN); On-site; USD 35,000 - 52,000; Full time

Job summary

Jobtailor is seeking an IT Support specialist in the Cookeville, TN area to be the first point of contact for IT issues. You will handle help desk tickets via multiple channels, troubleshoot hardware and software problems, and document steps and resolutions in the ticketing system.

You will escalate when needed, follow SLAs, and contribute to knowledge bases while educating users on best practices. Team collaboration and continuous improvement are expected components of the role.

Qualifications

• High School Graduate or GED required.
• Associate's Degree in MIS/CS or Engineering Technology or work equivalent.
• Bachelor's Degree in MIS/CS or Engineering preferred.
• 1 year of experience in MIS/CS or Engineering Technology.
• Microsoft Windows Desktop OS required; Microsoft Office Suite required.
• Network printing and queuing experience; mobile OS (iOS/Android) experience.
• Windows Server, Active Directory, and advanced networking are nice-to-have.
• Ability to perform essential functions with or without reasonable accommodation.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Respond to Help Desk tickets, phone calls, emails, and walk-up requests.
• Troubleshoot and resolve hardware, software, printing, MS 365, and application issues.
• Document incidents, troubleshooting steps, and resolutions in the ticketing system.
• Escalate issues to the appropriate support tier while owning the customer experience.
• Follow up with end users to confirm satisfactory resolution.
• Contribute to and use the IT Knowledge Base.
• Provide basic user education on supported technologies and best practices.
• Follow departmental processes, documentation standards, and service level expectations.
• Participate in team meetings, training, and continuous improvement initiatives.
• Perform other duties as assigned.

Skills

Troubleshooting

Documentation

User Education

Incident Management

Basic Networking

Microsoft 365

Application Support

Remote Control Software

Advanced Networking Methodologies

Operating Systems

Education

GED

Associate's Degree in MIS/CS/Engineering Technology

Bachelor's Degree in MIS/CS/Engineering preferred

Tools

Ticketing System

IT Knowledge Base

VNC

Smart Phone IOS/Android

Microsoft Active Directory

Job description

• Serve as the first point of contact for IT support requests
• Respond to Help Desk tickets, phone calls, emails, and walk-up requests
• Troubleshoot and resolve common hardware, software, printing, Microsoft 365, and application issues
• Document incidents, troubleshooting steps, and resolutions in the ticketing system
• Escalate issues to the appropriate support tier while maintaining ownership of the customer experience
• Follow up with end users to confirm satisfactory resolution
• Contribute to and use the IT Knowledge Base
• Provide basic user education on supported technologies and best practices
• Follow departmental processes, documentation standards, and service level expectations
• Participate in team meetings, training, and continuous improvement initiatives
• Perform other duties as assigned

Requirements

• High School Graduate or General Education Degree (GED) required
• Associate's Degree (two year college or technical school) or Work Equivalent in MIS, CS or Engineering Technology
• Bachelor's Degree (four year college or technical school) in MIS, CS or Engineering preferred
• 1 year of experience in MIS, CS or Engineering Technology
• Microsoft Windows Desktop Operating Systems required
• Microsoft Office Suite required
• Network Printing and Queuing required
• Smart Phone IOS/Android required
• Microsoft Windows Server Operating Systems recommended
• Microsoft Active Directory recommended
• Advanced networking methodologies (TCP/IP) recommended
• VNC or similar remote control software highly recommended
• Ability to perform essential functions with or without reasonable accommodation

Core Competencies

Demonstrates proficiency in troubleshooting and resolving IT support issues, with a strong focus on customer experience and documentation. Capable of providing user education on technologies and adhering to departmental processes and service level expectations.

Highest-signal resume keywords

• IT Support Experience
• Microsoft Windows Desktop Operating Systems
• Microsoft Office Suite
• Network Printing and Queuing
• Troubleshooting Skills

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Documentation
• User Education
• Incident Management
• Basic Networking
• Microsoft 365
• Application Support
• Remote Control Software
• Advanced Networking Methodologies
• Operating Systems

Soft Skills

• Customer Service
• Communication
• Team Collaboration
• Problem Solving
• Continuous Improvement

Industry Keywords

• MIS
• CS
• Engineering Technology
• Help Desk
• Service Level Expectations

Tools & Technologies

• Ticketing System
• IT Knowledge Base
• VNC
• Smart Phone IOS/Android
• Microsoft Active Directory