IT Help Desk Technician

2 weeks ago

Nashville, United States JumpCrew Full time

IT Help Desk Technician (Tier 1 & Tier 2 Support)


JumpCrew is seeking an IT Help Desk Technician who is proficient in managing both Tier 1 and Tier 2 support tasks. This key role is instrumental in maintaining exceptional client satisfaction and ensuring the reliability of our systems. The successful candidate will thrive in a fast-paced environment and be committed to meeting stringent service level agreements (SLAs) and client satisfaction goals.


Responsibilities:

  • Serve as the initial contact for users experiencing hardware, software, and application issues, ensuring responsive and courteous service.
  • Resolve Tier 1 + Tier 2 incidents directly and escalate complex Tier 3 and above issues to the IT Manager, while ensuring appropriate resolution.
  • Efficiently manage the IT helpdesk ticketing system, adhering strictly to SLAs and driving high levels of client satisfaction.
  • Troubleshoot and resolve hardware, software, or network problems across both basic and intermediate levels of complexity.
  • Prepare user accounts and configure hardware as part of the onboarding and offboarding process.
  • Maintain and support audio and video equipment in conference rooms.
  • Ensure accurate inventory records of internal assets are kept.
  • Administer all internal and client-paired systems.
  • Manage licenses for essential software such as G Suite, Office 365, and Adobe.
  • Contribute to the development of a knowledge base to facilitate self-service and reduce the need for escalations.


Qualifications:

  • Strong understanding of operating systems including Windows 10, macOS, and ChromeOS.
  • Proficient in SaaS platforms like G Suite, Office 365, and Slack.
  • Experience with helpdesk software such as FreshService and JIRA Service Desk.
  • Comprehensive knowledge of various hardware including Apple, Chrome, PC hardware, and mobile devices (iOS, Android).
  • Solid understanding of client endpoint connectivity (Ethernet, Wi-Fi, TCP/IP, VPN).
  • Experience with multi-factor authentication tools and systems.
  • Demonstrated excellence in customer service and problem-solving skills.
  • Ability to produce high-quality results under tight SLAs in a fast-paced environment.
  • Strong communication skills to effectively convey technical information to a diverse audience.
  • 2-4 years of relevant experience. A+ and Security+ certifications are preferred.
  • Flexibility to work outside of standard business hours as needed for IT changes that could impact business operations.


The Perks:

  • Location: Nashville Office, Monday-Thursday.
  • Unlimited PTO and 9 company holidays.
  • Comprehensive healthcare benefits and 401k plan.
  • Opportunities for learning and career growth.
  • In-house kitchen, free coffee, and monthly catered lunch and learns.
  • Smart casual dress code, wellness programs, and a pet-friendly office environment.

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