Help Desk Technician

Role Summary

The Help Desk Technician role is a key player in maintaining client satisfaction and system reliability. This role demands an individual who is not only technically skilled but also excels in communication, problem-solving, and customer service.

The ideal candidate will demonstrate a strong acumen in network knowledge, combined with outstanding verbal and written communication skills, and a commitment to quality output.

Primary Responsibilities :

• Serve as the first point of contact for clients seeking technical assistance, demonstrating unparalleled professionalism and a customer-centric approach.
• Analyze and resolve technical problems, leveraging extensive problem-solving skills and utilizing advanced diagnostic tools.
• Communicate technical solutions effectively via phone, email, or remote session, tailoring the complexity of the message based on the user's level of understanding.
• Maintain rigorous adherence to ITIL best practices, particularly in incident, problem, and change management.
• Escalate complex issues to higher support tiers as required, ensuring seamless transition and continuous communication until resolution.
• Contribute actively to a comprehensive knowledge base to foster self-service and reduce escalations.
• Stay abreast of technological advancements through continuous professional development.

Job Requirements :

• Strong network knowledge, with proficiency in diagnosing and troubleshooting network-related issues.
• Proficiency with both PC and Mac operating systems, indicating a versatile technical skill set.
• Exceptional problem-solving abilities, with a track record of tackling technical issues effectively.
• Excellent verbal and written communication skills, capable of conveying technical information in an accessible manner.
• A customer service superstar, known for a client-first approach and the ability to empathize and connect with users.
• A relentless focus on quality output, ensuring that all solutions meet the highest standards of excellence.
• Availability for various shifts, including nights and weekends, to provide uninterrupted support.

Opportunities and Benefits :

• Laptop provided
• Group medical, dental, life and other insurance plans, after eligibility requirements are met
• Flex Medical and Flex Daycare spending accounts (FSA)
• 401(k) with 50% match
• Paid time off plus 7 paid holidays

Position type and expected hours of work

This is a full-time position. Days and hours of work are typically Monday through Friday,8 / 9 : 00 a.m. to 5 / 6 p.m. The home office is located in Brentwood, TN and team members are required to work in the office 5 days per week.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

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