Job #2198 Help Desk Tier II

Job #: 2198
Location: Nashville, Tennessee
Category: Infrastructure
Skillset: End User Support
Placement Type: Contract to Hire
Start time: ASAP
Additional Details:

As a key member of the IS Support Team, the Help Desk Technician will provide front line customer support by fielding and processing all incoming service requests.

Essential Duties & Responsibilities:

•Respond to incoming service requests in a timely manner, gather pertinent information and document in the Help Desk System

•Classify, and prioritize all service requests according to department standards and guidelines

•Troubleshoot issue related requests related to personal computer hardware, software, and operating systems; printers; email; network/internet access; mobile devices, and any other requests within the scope of their expertise

•Document all activity in a timely manner using the internal Help Desk System according to department standards and guidelines

•Reassign and/or escalate service requests in a timely manner to the appropriate resource and level when necessary

•Maintain the resolution knowledge base by posting all relevant solutions

•Provide information and reports as requested

•Work with Support Engineers and other internal service providers to guarantee smooth handoffs

•Perform other duties, as assigned

Skills and Experience:

•Good knowledge of computers, peripherals, and accessories

•Good knowledge of industry standard software packages

•Basic knowledge of networking concepts

•Experience with technical troubleshooting techniques

•Experience with virus and malware identification and removal

•Excellent customer service skills

•High School Diploma

Personal Attributes:

•Strong interpersonal skills

•Patient and positive

•Ability to effectively organize and prioritize work tasks

•Strong attention to detail and follow through

•Strong written and oral communication

•Must be a team player who works well with others

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