LAB The Boutique Consulting Group ยท 1 month ago
Help Desk Technician I - Nashville, TN
Nashville, TN
Full-time
Onsite
Entry Level
2+ years expTechnology Lab is a company that provides IT support services, and they are seeking a Tier One Help Desk Technician. The role involves providing first-level technical support, troubleshooting various IT-related issues, and ensuring client satisfaction through effective communication and problem resolution.
ConsultingDigital MediaPublic Relations
Responsibilities
Provide first-level technical support to clients via phone, email, or ticketing system in a timely and professional manner
Identify, troubleshoot, and resolve technical issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices
Document all support interactions and resolutions in the ticketing system to maintain accurate records and track issues and provide timely and accurate updates to clients on the status of their service requests
Utilize our ticketing system, remote support software, MDM software, and other agent software to provide efficient and effective technical support to clients
Document and escalate complex issues to Tier 2 support as needed and continue to learn new skills to reduce escalations and advance within the company
Create and maintain detailed documentation of troubleshooting steps and issue resolution for future reference
Follow up all communications and actions with emails to confirm what has been done and ensure that the client's time is not wasted
Communicate with other members of the IT team to ensure prompt resolution of customer issues
Meet or exceed established KPIs, including customer satisfaction (CSAT) scores, and time to first contact on a ticket (with a focus on responding as promptly as possible to ensure high customer satisfaction and timely resolution)
Participate in team meetings and contribute ongoing knowledge base development and improvement of support processes
Participate in training and development opportunities to improve technical knowledge and skills
Maintain a strong understanding of company products, services, and technologies to provide effective support
Stay updated on industry trends and best practices in IT support and customer service
Qualification
Required
2-3 years of experience in a help desk or technical support role
Knowledge and understanding of computer hardware, software, and operating systems for both Mac and PC Platforms (Windows, macOS, Linux)
Knowledge of mobile device software
Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and other related software and systems
Knowledge of networking fundamentals
Ability to diagnose and resolve hardware and software issues
Strong problem-solving skills to identify root causes and implement solutions
Ability to follow specific procedures and protocols for technical support and issue resolution
Strong communication and documentation skills to ensure efficient and effective technical support
Ability to explain technical concepts to non-technical users
Active listening skills to understand user issues clearly
Strong focus on customer service and satisfaction
Patience and empathy when dealing with frustrated users
Ability to prioritize tasks and manage multiple support requests simultaneously
Organizational skills to track and document support issues accurately
Ability to work well in a team environment
Willingness to collaborate with other IT staff and departments
Willingness to learn new technologies and adapt to changing environments
Flexibility to handle a variety of tasks shift priorities as needed
High School diploma or equivalent required
Willingness to learn and develop technical skills to advance within the company
Participate in an on-call rotation to provide after-hours support to clients as needed
Work an 8-hour shift between the hours of 8am-5pm, with occasional flexibility required to accommodate client needs
Preferred
Associate's degree preferred
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional can be advantageous
Previous experience in a technical support role, preferably in an MSP environment or similar
Familiarity with ticketing systems and IT service management tools
Company
LAB The Boutique Consulting Group
LAB is a Boutique Consulting Group providing a Range of Management Consulting Services.
51-200 employees
H1B Sponsorship
LAB The Boutique Consulting Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Growth StageCompany data provided by crunchbase