Help Desk Representative

Job title: Help Desk Representative

Location:Nashville, Tennessee

Duration: 8 Months

Description:

What You'll Do

• 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 another support team with the information they need when an issue needs to be escalated.
• 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 your teammates and contribute to a positive team environment.

What We're Looking For

We are not looking for a resume that simply checks a list of technical boxes. We are looking for someone who wants to learn and figure things out.

The right candidate:

• Is curious about technology and wants to understand how things work.
• Enjoys solving problems and figuring out why something is not working.
• Will take some time to research and troubleshoot before immediately asking someone else for the answer.
• Is comfortable saying, "I don't know," but then wants to figure out how to find the answer.
• Asks good questions and learns from the answers.
• Can learn new technology, processes, and procedures.
• Takes ownership of their work.
• Accepts coaching and feedback and uses it to get better.
• Communicates well with both customers and coworkers.
• Can work independently but also understands that the Help Desk is a team.
• Has an interest in continuing to develop their technical and professional skills.

Formal IT experience is not required. Education, certifications, technical training, internships, personal technology projects, military experience, customer service experience, or other experiences that show problem-solving and technical ability are all worth considering.