Night Shift Help Desk Technician - Tier 1 IT Support

Creative Solutions Services, LLC; Nashville (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

Creative Solutions Services, LLC in Nashville, TN is seeking a Help Desk Technician, Tier 1 to join Metro ITS on an 8+ month contract. This onsite role supports 24x7 operations, with a night shift 6:00 PM–6:00 AM and a 4-on/3-off schedule.

You will troubleshoot, document, and escalate technical issues across Windows, Microsoft 365, Outlook, printers, and connectivity, using phone, email, and service portal. We value curiosity, problem solving, and a desire to build a career in IT.

Qualifications

• No formal IT experience required; curiosity and willingness to learn.
• Able to troubleshoot common issues and follow established procedures.
• Strong communication and customer service mindset.

Responsibilities

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues.
• Listen to the customer, ask good questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources.
• Document customer interactions, troubleshooting, and resolutions accurately in the service management system.
• Take ownership of assigned incidents and service requests through resolution or appropriate escalation.
• Provide information to other teams when escalation is needed.
• Learn and follow Help Desk procedures, security requirements, and established processes.
• Take part in training, knowledge sharing, and efforts to improve how the Help Desk works.
• Support teammates and contribute to a positive team environment.

Job description

Creative Solutions Services, LLC in Nashville, TN is seeking a Help Desk Technician, Tier 1 to join Metro ITS on an 8+ month contract. This onsite role supports 24x7 operations, with a night shift 6:00 PM–6:00 AM and a 4-on/3-off schedule.

You will troubleshoot, document, and escalate technical issues across Windows, Microsoft 365, Outlook, printers, and connectivity, using phone, email, and service portal. We value curiosity, problem solving, and a desire to build a career in IT.