Help Desk Engineer Tier 2

Position Overview

The Tier 2 Service Desk Engineer position is based in Nashville, TN on a 06 - 12 plus months contract (extendable). We are seeking a creative, energetic individual with technical skills and experience, who communicates well and loves being customer focused. In this role, you will provide technical support to customers via phone, chat, email, and in-person interactions, ensuring a positive experience for users of varying technical capabilities.

Key Responsibilities

• Troubleshoot and resolve issues with standard laptops, desktops, and mobile devices (smartphones and tablets), including commercial software (e.g., Microsoft 365) and custom-built applications.
• Identify client patterns and suggest process improvements to enhance the overall customer experience.
• Provide training to customers to maximize their use of software.
• Collaborate with product management and development teams by providing feedback on how customers use our software, ensuring supportability is integrated into product plans.
• Educate customers and peers on security awareness and best practices for data protection.
• Document incidents thoroughly in the ticketing system, escalate when necessary, and follow up to ensure timely resolution.
• Participate in projects and deployments from scope definition through execution, including timeline and resource allocation.

Required Qualifications

• Minimum of three years of experience in technical support, provided both remotely and in-person.
• Experience supporting and troubleshooting Apple and Windows computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365.
• Proficiency with enterprise IT tools such as Microsoft Endpoint Manager (SCCM), JAMF, ServiceNow, Bomgar, and Active Directory.
• Experience supporting the Adobe Creative Cloud suite and voice-over-IP phone systems.
• Ability to handle sensitive company information with a high level of discretion and strong security awareness.
• Strong documentation skills and the capability to self-prioritize workload to achieve operational excellence.
• A keen willingness to learn and expand your technical expertise.