Help Desk Technician - Tier 1

Job Title: Help Desk Technician Tier I

Job Status: Exempt/full-Time

Job Location: In-office, Nashville

Job Description

The Tier One Help Desk Technician is the first point of contact for our clients, providing White Glove technical support and assistance for various IT related issues with a focus on maintaining client satisfaction and ensuring the smooth operation of their IT systems.

Primary Responsibilities

• Provide first-level technical support to clients via phone, email, or ticketing system in a timely and professional manner.
• Identify, troubleshoot, and resolve technical issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices.
• Document all support interactions and resolutions in the ticketing system to maintain accurate records and track issues and provide timely and accurate updates to clients on the status of their service requests.
• Utilize our ticketing system, remote support software, MDM software, and other agent software to provide efficient and effective technical support to clients.
• Document and escalate complex issues to Tier 2 support as needed and continue to learn new skills to reduce escalations and advance within the company.
• Create and maintain detailed documentation of troubleshooting steps and issue resolution for future reference.
• Follow up all communications and actions with emails to confirm what has been done and ensure that the client's time is not wasted.
• Communicate with other members of the IT team to ensure prompt resolution of customer issues.
• Meet or exceed established KPIs, including customer satisfaction (CSAT) scores, and time to first contact on a ticket (with a focus on responding as promptly as possible to ensure high customer satisfaction and timely resolution)
• Participate in team meetings and contribute ongoing knowledge base development and improvement of support processes.
• Participate in training and development opportunities to improve technical knowledge and skills.
• Maintain a strong understanding of company products, services, and technologies to provide effective support.
• Stay updated on industry trends and best practices in IT support and customer service.

Skills and Qualifications

Technical Proficiency:

·        2-3 years of experience in a help desk or technical support role.

·        Knowledge and understanding of computer hardware, software, and operating systems for both Mac and PC Platforms (Windows, macOS, Linux)

·        Knowledge of mobile device software.

·        Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and other related software and systems.

·        Knowledge of networking fundamentals.

Troubleshooting Skills

·        Ability to diagnose and resolve hardware and software issues.

·        Strong problem-solving skills to identify root causes and implement solutions. 

·        Ability to follow specific procedures and protocols for technical support and issue resolution.

Communication Skills: 

·        Strong communication and documentation skills to ensure efficient and effective technical support.

·        Ability to explain technical concepts to non-technical users.

·        Active listening skills to understand user issues clearly.

Customer Service Orientation:

·        Strong focus on customer service and satisfaction.

·        Patience and empathy when dealing with frustrated users.

Time Management:

·        Ability to prioritize tasks and manage multiple support requests simultaneously.

·        Organizational skills to track and document support issues accurately.

Team Collaboration

·        Ability to work well in a team environment.

·        Willingness to collaborate with other IT staff and departments.

Adaptability

·        Willingness to learn new technologies and adapt to changing environments.

·        Flexibility to handle a variety of tasks shift priorities as needed.

Qualifications:

Education: 

·        High School diploma or equivalent required; Associate’s degree preferred.

·        Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional can be advantageous.

Experience:

·        Previous experience in a technical support role, preferably in an MSP environment or similar.

·        Familiarity with ticketing systems and IT service management tools.

Additional Requirements

• Willingness to learn and develop technical skills to advance within the company.
• Participate in an on-call rotation to provide after-hours support to clients as needed.
• Work an 8-hour shift between the hours of 8am-5pm, with occasional flexibility required to accommodate client needs.
• Other duties as assigned.

Technology Lab is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.