Job Description

Role: Helpdesk Support- L1 support

Location: Nashville, TN (Remote)

Type: Contract

POSITION OVERVIEW:

• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.

• Answers the help desk line and responds to users' requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels.
• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
• Maintains user information and documentation.
• Participates in ensuring that client requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization's goals.

we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for Client and for the people who work here. Client currently seeks a Helpdesk Associate to join our team.

Requirements:

• Availability to work 40 hours per week
• Interest in working on Afternoon/Night shifts
• Looking to work in IT Environment
• 6 months of experience in Customer Service Activities
• General L1 support for hardware and MS Office packages
• Advance technical support for in-house applications and developments
• Answer technical support calls providing and escalating to other support groups
• Provide support based on email generated requests or reports
• Document troubleshooting steps and detailed description of the customer incidents and requests
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failure

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