IT Helpdesk Technician (TN)

Matthews™; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

MREIS is seeking an IT Help Desk Technician in Nashville to provide hands-on and remote support for internal staff and clients. You will handle help desk requests, troubleshoot issues, and perform preventative maintenance across locations while maintaining documentation and service catalogs.

You will communicate clearly with users, resolve basic technical problems, and escalate more complex issues when needed, all while contributing to process improvements and customer satisfaction.

Qualifications

• 2 years of experience as IT Help Desk Technician
• In-depth knowledge of computer systems
• Hands-on experience diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient

Responsibilities

• Serve as the first contact with customers who need technical assistance via the help desk case system and/or phone calls
• Perform basic troubleshooting on all case work
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers in a timely manner
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures

Job description

The IT Help desk Technician provides hands-on and remote support to internal employees and clients on all company supported applications and systems. The position responds to helpdesk requests, troubleshoots technical issues and performs preventative maintenance throughout all company locations.

Responsibilities:

• Serve as the first contact with customers who need technical assistance via the help desk case system and/or phone calls
• Perform basic troubleshooting on all case work
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers in a timely manner
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures

Requirements:

• Up to 25% travel
• Previous working experience as an IT Help Desk Technician for 2 years
• In-depth knowledge of computer systems
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient

MREIS is an Equal Opportunity Employer; employment with MREIS is subject to proven merit, competence and qualifications and will not be influenced in any manner by race, color, gender, religion, national origin/ethnicity, disability status, veteran status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.