Remote Service Desk Technician | Weekend Shifts

Trace3; Nashville (TN); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive medical, dental and view

401(k) Retirement Plan with Employer 2

Competitive Compensation

Training and development programs

Office snacks and beverages

Collaborative and cool culture

Work-life balance and generous paid

Job summary

Trace3 in Nashville is seeking a Service Desk Technician to provide support for a wide variety of customers and act as a liaison for the Service Desk team. You will update runbook documentation and assist with training new hires, handling tickets, email, and phone inquiries.

This role requires a high school diploma, 2+ years of IT experience, and certifications such as CompTIA A+ or Network+. Strong communication, DNS knowledge, and the ability to adapt to rapid change are essential; a

Qualifications

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
• Certifications: CompTIA A+, Network+; MS-900 (Microsoft 365 Fundamentals) preferred.
• DNS knowledge and how it applies to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to constantly adapt to rapid change.
• Intuitive ability to gather data, diagnose, and troubleshoot end-user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personally and professionally self-motivated.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong desire to exceed customer service and expectations.
• Strong documentation skills for tasks that will ultimately improve the team's knowledge base.

Responsibilities

• Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
• Act on requests and notifications in accordance with defined procedures, which vary by client.
• Self-manage assigned tasks in accordance with Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalate incident response tickets.
• Assist with new hire training.
• Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents.

Skills

High school diploma

2+ years IT experience

Strong communication

Documentation skills

Customer service orientation

Adapt to change

Education

High school diploma or GED

Tools

Active Directory

Outlook/Exchange/O365

VPN technologies

End-user computing

DNS knowledge

Job description

Trace3 in Nashville is seeking a Service Desk Technician to provide support for a wide variety of customers and act as a liaison for the Service Desk team. You will update runbook documentation and assist with training new hires, handling tickets, email, and phone inquiries.

This role requires a high school diploma, 2+ years of IT experience, and certifications such as CompTIA A+ or Network+. Strong communication, DNS knowledge, and the ability to adapt to rapid change are essential; a