Job Description

Role: Helpdesk Support- L1 support

Location: Nashville, TN (Remote)

Type: Contract

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

POSITION GENERAL DUTIES AND TASKS:

• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
• Answers the help desk line and responds to user's 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 goals.

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