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Helpdesk Technician

3 months ago

Nashville, United States BGSF Full time

We are seeking a Helpdesk Technician for a contract-to-hire opportunity


The right candidate for this role will be located in Nashville and open to an onsite schedule and have strong experience in network support.


Position Description: This position provides and facilitates support of technology issues encountered by company employees and departments in a 24/7 environment. This position will monitor company electrical and network systems for stability and continuation of service.

  • Diagnose and resolve incidents using documented procedures to perform responsibilities.
  • Perform or monitor system health checks or maintenance tasks following established procedures.
  • Understand job scheduling tools, activation, monitoring, and storage.
  • Maintain and convey basic knowledge of server operating systems, file systems, data center critical infrastructure, and basic data recovery.
  • Maintain and convey basic knowledge of Networking protocols, principles, and concepts.
  • Convey information concerning critical issues clearly and concisely to appropriate personnel.
  • Understand the installation, configuration and ongoing usability of computing devices, peripheral equipment and software.
  • Perform network and computing device troubleshooting remotely when possible.
  • Escalate unresolved issues in accordance to established guidelines.
  • Train and orient customers in use of hardware and software as needed.
  • Be available to answer phones at all times.
  • Take ownership of, and resolve/action customer emails within established timelines.


Required Knowledge/Skills/Abilities:

  • Great Customer service skills, understanding the role of being the “Voice of the Customer”
  • Excellent organizational skills and detailed oriented
  • Experience working in a team environment as well as the ability to work independently
  • Ability to identify and lead resolution of problems to provide better service to customers.
  • Responds to customer requests or inquiries in a timely manner using established methodologies and practices.


Preferred Knowledge/Skills/Abilities:

  • Experience with contact centers, and or Helpdesk.
  • Experience using, and troubleshooting Microsoft products such as Windows, Office, etc.
  • Experience working in a fast-paced environment.