IT Help Desk Technician - Nashville, United States - JumpCrew

JumpCrew Nashville, United States

3 weeks ago

Description

IT Help Desk Technician (Tier 1 & Tier 2 Support)

JumpCrew is seeking an IT Help Desk Technician who is proficient in managing both Tier 1 and Tier 2 support tasks. This key role is instrumental in maintaining exceptional client satisfaction and ensuring the reliability of our systems. The successful candidate will thrive in a fast-paced environment and be committed to meeting stringent service level agreements (SLAs) and client satisfaction goals.

Responsibilities:

Serve as the initial contact for users experiencing hardware, software, and application issues, ensuring responsive and courteous service.
Resolve Tier 1 + Tier 2 incidents directly and escalate complex Tier 3 and above issues to the IT Manager, while ensuring appropriate resolution.
Efficiently manage the IT helpdesk ticketing system, adhering strictly to SLAs and driving high levels of client satisfaction.
Troubleshoot and resolve hardware, software, or network problems across both basic and intermediate levels of complexity.
Prepare user accounts and configure hardware as part of the onboarding and offboarding process.
Maintain and support audio and video equipment in conference rooms.
Ensure accurate inventory records of internal assets are kept.
Administer all internal and client-paired systems.
Manage licenses for essential software such as G Suite, Office 365, and Adobe.
Contribute to the development of a knowledge base to facilitate self-service and reduce the need for escalations.

Qualifications:

Strong understanding of operating systems including Windows 10, macOS, and ChromeOS.
Proficient in SaaS platforms like G Suite, Office 365, and Slack.
Experience with helpdesk software such as FreshService and JIRA Service Desk.
Comprehensive knowledge of various hardware including Apple, Chrome, PC hardware, and mobile devices (iOS, Android).
Solid understanding of client endpoint connectivity (Ethernet, Wi-Fi, TCP/IP, VPN).
Experience with multi-factor authentication tools and systems.
Demonstrated excellence in customer service and problem-solving skills.
Ability to produce high-quality results under tight SLAs in a fast-paced environment.
Strong communication skills to effectively convey technical information to a diverse audience.
2-4 years of relevant experience. A+ and Security+ certifications are preferred.
Flexibility to work outside of standard business hours as needed for IT changes that could impact business operations.

The Perks:

Location: Nashville Office, Monday-Thursday.
Unlimited PTO and 9 company holidays.
Comprehensive healthcare benefits and 401k plan.
Opportunities for learning and career growth.
In-house kitchen, free coffee, and monthly catered lunch and learns.
Smart casual dress code, wellness programs, and a pet-friendly office environment.

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