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Help Desk Technician I - Nashville, TN

Technology Lab3 months ago
Nashville, TN, United States
On-site
Full-time
Junior Level (1-3 years)
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Job Description

Position Overview

The Tier One Help Desk Technician is the first point of contact for our clients, providing White Glove technical support and assistance for various IT-related issues. This role is Exempt/full-Time and based in Nashville, with an emphasis on maintaining client satisfaction and ensuring smooth IT operations.

Key Responsibilities

  • Provide first-level technical support to clients via phone, email, or ticketing system in a timely and professional manner.
  • Identify, troubleshoot, and resolve issues related to hardware, software, and network systems (including Mac, PC, network connectivity, printers, and mobile devices).
  • Document all support interactions and resolutions in the ticketing system, ensuring accurate records and timely client updates.
  • Utilize ticketing, remote support, MDM, and other software tools for efficient technical support.
  • Escalate complex issues to Tier 2 support when necessary and continuously work towards reducing escalations by enhancing your technical expertise.
  • Create and maintain detailed documentation of troubleshooting steps and resolutions for future reference.
  • Follow up with emails to confirm actions taken and ensure effective communication with clients.
  • Collaborate with the IT team to ensure prompt customer issue resolution.
  • Meet or exceed KPIs including customer satisfaction (CSAT) scores and timely first-contact responses.
  • Participate in team meetings, contribute to the knowledge base, and improve support processes.
  • Engage in training opportunities to enhance technical skills and career advancement.
  • Stay current with industry trends and best practices in IT support and customer service.

Required Qualifications

  • 2-3 years of experience in a help desk or technical support role.
  • Solid knowledge of computer hardware, software, and operating systems (Windows, macOS, Linux) as well as mobile device software.
  • Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and networking fundamentals.
  • Strong troubleshooting and problem-solving skills for diagnosing and resolving hardware and software issues.
  • Excellent communication and documentation skills, with the ability to explain technical concepts to non-technical users.
  • A strong customer service orientation with patience and empathy when handling frustrated users.
  • Proven time management skills with the ability to prioritize tasks and manage multiple support requests simultaneously.
  • Team collaboration skills and a willingness to work with other IT staff and departments.
  • Adaptability to learn new technologies and handle shifting priorities in a dynamic environment.
  • Education: High School diploma or equivalent required; Associate’s degree preferred. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.
  • Experience in a technical support role, preferably within an MSP environment, and familiarity with ticketing systems and IT service management tools.
  • Willingness to participate in an on-call rotation for after-hours support and to work an 8-hour shift between 8am-5pm, with occasional flexibility as needed.
  • Technology Lab is an Equal Opportunity Employer committed to diversity and inclusion.

Required Skills

Documentation
Team Collaboration
Communication
Technical Support
Network Fundamentals
Ticketing Systems
Hardware & Software Troubleshooting
Remote Assistance
Customer Service