Specialist I, It Support

Job Details

Job Location

Franklin, TN - Franklin, TN

Remote Type

Hybrid

Salary Range

$20.00 - $24.00 Hourly

Description

Job Summary

We are looking for a customer service-oriented Service Desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered the spearhead of technology services. You will work with our internal staff to solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to meet the teams mission statement and our service expectations.

Position Essential Functions

• Properly escalate unresolved queries to the next level of support keeping ownership of the issue until it has been resolved.
• Recommended procedure modifications or improvements to the IT Manager and team members.
• Track, route and redirect problems to correct resources.
• Provide first level technical services to the company and convey resolutions to customer issues.
• Ensure proper recording, documentation and closure.
• Update customer data and produce activity reports.
• Preserve and grow your knowledge of help desk procedures, products and services.
• In person and remotely walk customers through problem solving process.
• Assist with hardware configuration for users in an onboarding and break fix capacity.

Qualifications

Position Requirements

• BS degree in Information Technology, Computer Science or equivalent experience.
• Proven working experience in providing help desk support.
• Customer service orientated personality.
• Strong client-facing and communication skills
• Proficiency in English
• Advanced troubleshooting and multi-tasking skills
• Working knowledge of help desk software, databases and remote control