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Tier I Help Desk

Location: Franklin, TN

Job Type: Contract

Our client is looking to bring on a Tier 1 Service Desk agent to their team.

Qualifications
  • Well spoken (good phone presence)  
  • Someone with some experience in help desk / support environment  
  • Must be able to type 60 WPM 
  • Detail oriented  
  • Multitasker
  • Team player  
  • Flexible  
Responsibilities
  • Must consider the customer as the most important part of the job. 
  • Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior. 
  • Promotes a professional Help Desk image and its value. 
  • Understands Help Desk priorities and objectives and takes an active role in accomplishing them. 
  • Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. 
  • Strives to learn the job functions of immediate supervisor and peers. 
Requirements
  • Microsoft MCP and Certified Help Desk Analyst preferred. 
  • Minimum 1-2 years work experience in an IT support function or a customer service oriented, call center environment. 
  • Ability to focus despite distractions. 
  • Decision-making and problem solving skills. 
  • Ability to quickly learn Help Desk process, from logging to informing customer solution is in place implements solutions not fixes. 
  • Ability to learn technical product information quickly and accurately. 
  • Must have Working knowledge of the following:  
    • Office 2013 & Office 365. 
    • Remote Access VPN 
    • Password Administration 
    • Hardware Diagnostics
    • Network Fundamentals 
  • Win7/10 troubleshooting, 
  • MSIE/Chrome/Firefox/Edge  
  • Adding network printer... configuring a new network printer  
  • Troubleshooting hardware (Dell laptops, All In Ones, Dell/Wyse thin clients)  
  • Citrix experience  
  • Epic familiarity is a bonus 
Shift time is 10am-7pm Monday - Friday.

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