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Help Desk Level 1 Jobs in Tennessee (NOW HIRING)

STI

Help Desk Admin Assistant

Nashville, TN · On-site

$17.50 - $23.50/hr

The contractor role will allow the help desk team to manage PERLSS related work, including ... Month 1: Training on new role, including shadowing and completion of new hire onboarding process.

iSpace, Inc

Help Desk Engineer Tier 2

Nashville, TN · On-site

Title: Tier 2 Service Desk Engineer Location: Nashville, TN Type: 06 - 12 plus months contract ... As someone entrusted with sensitive company information, you know how to provide a high level of ...

K2 Staffing

Helpdesk Support Level II

Brentwood, TN

$19 - $25.50/hr

Summary Our client is a leading IT Solutions Company in the Nashville area (Brentwood and Franklin, TN) and they are in need of a Help Desk Support Level II+ Technician . An IT Technicians role is to ...

Apex Systems

Service Desk Specialist I

Oak Ridge, TN · On-site

... skill level. The role involves providing technical assistance to computer system users via ... At least one year of call center or help desk experience, or equivalent technical ability is ...

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Help Desk Level 1 information

What is a Help Desk Level 1 technician?

Help Desk Level 1 technicians are entry-level IT support professionals who serve as the first point of contact for users experiencing technical issues. They handle basic troubleshooting, resolve common hardware and software problems, and escalate more complex issues to higher-level support teams. Their primary goal is to provide quick and effective solutions to ensure minimal disruption to users. They often work through phone, email, or chat systems to assist customers.

What are the key skills and qualifications needed to thrive as a Help Desk Level 1 technician, and why are they important?

To thrive as a Help Desk Level 1 technician, you need foundational knowledge of computer hardware, operating systems, and troubleshooting, often supported by a relevant associate degree or CompTIA A+ certification. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and basic networking concepts is typically required. Strong communication, patience, and problem-solving skills help in understanding user issues and delivering effective support. These capabilities are crucial for resolving technical problems efficiently, ensuring user satisfaction, and maintaining business operations.

What are the most common challenges faced by Help Desk Level 1 technicians, and how can they be addressed?

Help Desk Level 1 technicians often encounter challenges such as managing high ticket volumes, troubleshooting a wide range of technical issues with limited information, and communicating effectively with users who may not be tech-savvy. To address these challenges, strong organizational skills, continuous learning, and a customer-focused attitude are essential. Collaborating closely with other IT team members and utilizing a clear escalation process can also help resolve complex issues efficiently, ensuring a positive user experience while building valuable technical and communication skills.

What is the difference between Help Desk Level 1 vs Help Desk Technician?

AspectHelp Desk Level 1Help Desk Technician
CertificationsCompTIA A+, HDI-CSRCompTIA A+, HDI-CSR (often similar)
Work EnvironmentEntry-level support, basic troubleshootingSupport roles, troubleshooting, customer assistance
ResponsibilitiesInitial contact, basic issue resolutionIssue diagnosis, escalation, customer communication

Help Desk Level 1 and Help Desk Technician roles often overlap in certifications and work environment. Level 1 typically handles basic support and initial contact, while Help Desk Technicians may perform more detailed troubleshooting. Both roles are essential in IT support teams, with similar qualifications and responsibilities focused on customer assistance and issue resolution.

What are popular job titles related to Help Desk Level 1 jobs in Tennessee?

For Help Desk Level 1 jobs in Tennessee, the most frequently searched job titles are:

What job categories do people searching Help Desk Level 1 jobs in Tennessee look for?

The top searched job categories for Help Desk Level 1 jobs in Tennessee are:

What cities in Tennessee are hiring for Help Desk Level 1 jobs?

Cities in Tennessee with the most Help Desk Level 1 job openings:

Help Desk Level 1 jobs near you
Infographic showing various Help Desk Level 1 job openings in Tennessee as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 23% Part Time, and 5% Contract. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution.

Help Desk Admin Assistant

STI

Nashville, TN • On-site

$17.50 - $23.50/hr

Full-time

Re-posted 16 days ago

Job description

The LTSS Operations team is requesting a contractor to assist with LTSS Help Desk Agent work. Due to the implementation of a new eligibility system, PERLSS, the help desk has seen an increase in responsibilities related to answering calls, responding to emails and voicemails, and identifying defects and system issues to report to the system team. PERLSS implementation requirements have increased the workload of existing team members and additional support is needed to maintain daily functions of the help desk team to ensure calls and inquiries are handled timely and accurately. The contractor role will allow the help desk team to manage PERLSS related work, including monitoring and reporting defects, process improvements, and required work related to additional PERLSS implementation phases. With each new phase, workload will increase for the agents due to questions being asked by partners and potential system issues being identified.
Assignments will include answering phone calls, providing information on LTSS programs or escalating concerns, and tracking resolutions.
Description of Duties (PROJECT-BASED) % of Total Work Effort
  • Call Center Agent: Handles incoming calls related to LTSS program information and troubleshooting. Researches, responds, and tracks all incoming calls and provides effective customer service. 50%
  • Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system and Katie Beckett program to report defects and issues for resolution. Research and follow up on expiring Acceptable Use Policies for partners and verify user employment status. Checks and responds to emails and voicemails of partners within required timeframe. 50%

Action Plan Timeline
The contractor will be needed for nine (9) months.
  • Month 1: Training on new role, including shadowing and completion of new hire onboarding process.
  • Month 2: The contractor will begin working independently, with hands on support and monitoring of supervisor, on help desk tasks. These include answering phone calls, resolving questions or concerns, and tracking the resolution. Weekly check ins to occur with supervisor to monitor productivity and answer questions.
  • Months 3-7: The contractor will be fully independent in role and providing support with help desk tasks. In months 6 and 7, supervisor and contractor will begin discussing transition plan for tasks, to include a review of eligibility system implementation related tasks that are close to completion or have already been completed.
  • Months 8-9: The contractor will work with the help desk team on transitioning responsibilities to team members and finalizing outstanding work tasks. The contractor and supervisor will create a transition plan to minimize transition related gaps, ensuring compliance with required timeframes.

Minimum qualifications
  • Graduation from an accredited college or university with a bachelor's degree or graduation from an accredited college or university with an associate's degree and two years of qualifying professional experience
  • Excellent verbal and written communications skills
  • Proven technical skills (e.g. Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
  • Excellent time management skills and ability to multi-task and prioritize work in order to meet specific timeframes and deadlines with minimal supervision
  • Keen attention to detail and adherence to deadlines
  • Organization
  • Self-motivated and able to thrive in a fast-paced and results-driven environment
  • Critical thinking and problem-solving skills

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