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:
Serve as the initial contact for IT support requests, logging, categorizing, and prioritizing trouble calls
Provide first/second level technical support for desktop hardware, software, network, and application issues
Resolve or escalate issues according to standard operating procedures and service-level agreements (SLAs)
Conduct basic troubleshooting and problem determination to assist users while on the call
Communicate clearly and professionally with users at all levels, providing timely updates and follow-ups
Maintain accurate and detailed records of each interaction and resolution within the ticketing system
Collaborate with technical support teams and escalate complex issues as needed
Educate end users on system functionality and best practices when appropriate
Maintain a calm and professional demeanor while handling high-stress or time-sensitive issues
Required Skills and Qualifications:
Minimum of 3 years of current experience in a help desk, IT support, or technical customer service role
Strong understanding of desktop technologies, LAN/WAN networks, and telecommunications systems
Excellent telephone, verbal, and written communication skills
Solid analytical, troubleshooting, and documentation abilities
Familiarity with business systems, terminology, and support practices
Fast and accurate typing/keying skills
Ability to maintain composure and professionalism under pressure or during high-volume call periods
Preferred Qualifications:
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
Experience with ticketing systems such as ServiceNow, Zendesk, or Remedy
Certifications such as CompTIA A+, ITIL Foundation, or Microsoft support credentials
Experience supporting users in government or enterprise-scale IT environments
Thanks & Regards,
Adarsh Mallik | IT Recruiter
LinkedIn | 3322307193
CENTSTONE SERVICES
3400 State Route 35, Suite 9B, Hazlet, New Jersey, 07730 USA.
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