Helpdesk Support

Helpdesk Support Location: Nashville, TN
Salary Range: $55k to $69k

Job Summary

The Customer Support I Technician will provide first-line technical support to customers via phone and email. This role involves diagnosing and resolving basic technical issues, assisting with account management, and ensuring a positive customer experience. The primary focus is on closing issues on first contact and escalating more complex problems to tier 2 support.

Key Responsibilities

• Respond to customer inquiries and provide technical assistance for common issues related to hardware, software, and network connectivity.
• Assist customers with account setup, password resets, and general troubleshooting.
• Document and track customer interactions and solutions in the help desk system.
• Escalate complex issues to tier 2 technicians or other departments as needed.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, and Exchange Online.
• Provide support through assessing and assigning Help Desk requests via telephone email, and chat, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.

Qualifications

• High School Diploma or equivalent.
• Strong verbal and written communication skills.
• Basic knowledge of computer hardware, software, and networking.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Previous customer service or technical support experience is a plus.
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
• Familiarity supporting Office 365 services like email, Outlook, Word, and Excel.
• Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box.