Job Description

We are seeking a Service Desk Technician for a night shift opportunity!

This contract-to-hire position is onsite in Nashville, TN and operates on 12-hour night shifts (6PM-6AM) with a rotating 34 day workweek.

This role provides and facilitates technology support for employees and departments in a 24/7 environment. The position also monitors electrical and network systems to ensure stability and continuous service.

Responsibilities:

• Diagnose and resolve incidents using documented procedures.
• Perform and monitor system health checks and maintenance tasks following established processes.
• Work with job scheduling tools, including activation, monitoring, and storage.
• Maintain and communicate 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.
• Communicate critical issues clearly and concisely to the appropriate personnel.
• Understand the installation, configuration, and ongoing usability of computing devices, peripheral equipment, and software.
• Troubleshoot network and computing device issues remotely when possible.
• Escalate unresolved issues according to established guidelines.
• Train and orient end users on hardware and software as needed.
• Be available to answer phones at all times.
• Take ownership of customer emails and resolve/action them within established timelines.

Required Knowledge/Skills:

• One (1) year of experience in an Information Technology Customer Support Center with strong computer skills in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.).
• Strong customer service skills with an understanding of being the Voice of the Customer.
• Excellent organizational skills and attention to detail.
• Experience working both independently and within a team environment.
• Ability to identify issues and lead problem resolution to improve customer service.
• Ability to respond to customer requests and inquiries in a timely manner using established methodologies and practices.

Preferred Knowledge/Skills/:

• Experience working in contact centers and/or Help Desk environments.
• Experience using and troubleshooting Microsoft products such as Windows and Office.
• Experience working in a fast-paced environment.
• Experience with ITSM tools such as Cherwell, ServiceNow, Remedy, etc.

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