Help Desk Representative - Immediate Need
Help Desk Representative - Immediate Need
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Job Description
Job Title: Help Desk Representative
Location: Nashville TN
Job Summary:
We are seeking a customer-focused and technically skilled Help Desk Representative to provide first and second-level support for a wide range of IT-related issues. This role serves as the primary point of contact for users experiencing hardware software application and telecommunications problems. The ideal candidate will demonstrate excellent communication problem-solving and technical skills while effectively managing high-volume support needs in a fast-paced environment.
Key Responsibilities:
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Serve as the initial contact for IT support requests logging categorizing and prioritizing trouble calls
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Provide first/second level technical support for desktop hardware software network and application issues
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Resolve or escalate issues according to standard operating procedures and service-level agreements (SLAs)
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Conduct basic troubleshooting and problem determination to assist users while on the call
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Communicate clearly and professionally with users at all levels providing timely updates and follow-ups
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Maintain accurate and detailed records of each interaction and resolution within the ticketing system
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Collaborate with technical support teams and escalate complex issues as needed
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Educate end users on system functionality and best practices when appropriate
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Maintain a calm and professional demeanor while handling high-stress or time-sensitive issues
Required Skills and Qualifications:
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Minimum of 3 years of current experience in a help desk IT support or technical customer service role
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Strong understanding of desktop technologies LAN/WAN networks and telecommunications systems
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Excellent telephone verbal and written communication skills
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Solid analytical troubleshooting and documentation abilities
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Familiarity with business systems terminology and support practices
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Fast and accurate typing/keying skills
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Ability to maintain composure and professionalism under pressure or during high-volume call periods
Preferred Qualifications:
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Associates or Bachelors degree in Information Technology Computer Science or related field
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Experience with ticketing systems such as ServiceNow Zendesk or Remedy
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Certifications such as CompTIA A ITIL Foundation or Microsoft support credentials
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Experience supporting users in government or enterprise-scale IT environments
Thanks & Regards
Adarsh Mallik IT Recruiter
LinkedIn
CENTSTONE SERVICES
3400 State Route 35 Suite 9B Hazlet New Jersey 07730 USA.
Employment Type
Full Time
