We are looking for a Help Desk Technician to deliver dependable technical support for end users in Nashville, Tennessee. This Long-term Contract position focuses on resolving day-to-day hardware, software, and connectivity issues while ensuring a smooth support experience for employees. The role is fully onsite and suited to someone who can balance hands-on troubleshooting, clear communication, and accurate ticket documentation.
Responsibilities:
• Respond to user support requests by diagnosing technical problems and providing effective solutions for desktop, software, and network-related issues.
• Manage incoming service desk tickets, prioritize requests appropriately, and maintain timely progress through resolution.
• Lead remote support sessions when needed to troubleshoot user concerns and restore functionality as efficiently as possible.
• Prepare equipment, account access, and related support tasks for employee onboarding and offboarding activities.
• Record detailed notes on customer interactions, technical findings, and completed actions to maintain accurate support documentation.
• Perform diagnostic testing to identify the source of reported issues and apply appropriate corrective measures.
• Escalate more complex incidents to higher-level support teams when advanced troubleshooting is required.
• Install, configure, update, and repair computer hardware and software to support daily business operations.
• Follow up with users after service is provided to confirm issues have been fully resolved and expectations have been met.• High school diploma required; an associate’s or bachelor’s degree in computer science or a related field is strongly preferred.
• At least 2 years of experience in a help desk or desktop support environment is strongly preferred.
• Familiarity with Active Directory, Microsoft Windows, Windows 10, and service desk ticketing processes.
• Ability to troubleshoot and resolve basic technical issues involving workstations, software, and user connectivity.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical users.
• Excellent attention to detail and organizational skills for maintaining clear ticket updates and support records.
• Flexibility to work varying shifts with limited notice, including on-call support when needed for critical initiatives.
• CompTIA A+, Network+, Security+, or Microsoft systems certifications are preferred.