Help Desk Technician

Store # Support Center
Location: 1740 Ed Temple Blvd
Nashville, TN, 37208

The Help Desk Technician – Tier I supports Tri Star's goals, values and philosophy by exhibiting the following behaviors: excellence, quality service, commitment and accountability. As a member of the Tri Star Service's team, performance includes demonstration of the following accountabilities: communication, teamwork and job knowledge.

POSITION SUMMARY

The Help Desk Technician – Tier I makes great customer service a top priority by providing responsive levels of IT help desk support for all retail locations and the corporate office. The position will serve as a liaison to our customers in an effort to minimize impacts to productivity while enabling our customers to be successful in their efforts.

This position will start out working about 25 hours a week and may evolve into full time hours.

PRIMARY DUTIES AND RESPONSIBILITIES include the following:

  • Provides timely and professional support via incident ticket submissions, emails, and/or phone calls.
  • Provides training of end-users on the use of personal computer hardware and software.
  • Provides IT support of office equipment and cabling (i.e., PC hardware and software, Laser Printer, Handheld Scanner, Cat-5 repair/drop, etc.).
  • Provisions and maintains desktops, laptops, and phones for users; provides configuration and relocation of computer equipment as required.
  • Documents, triages, resolves, and/or escalates all identified issues through appropriate channels.
  • Provides follow up for any unresolved helpdesk tickets, regardless of the assignment.
  • Makes great customer service a requirement in all aspects of duties, including communicating technical information to non-technical personnel.
  • Maintains confidentiality of company, employee, client, and vendor information.
  • Reacts productively to change.
  • Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma or GED is required; Associate’s degree in IT related field preferred; minimum of one (1) to three (3) years desktop support, customer support, and/or helpdesk experience; minimum of one (1) year experience with Microsoft Operating systems; previous IT and/or POS environment experience preferred; previous Point of Sale (POS) experience would be a plus; Microsoft Office Suite and/or Google Suite experience preferred; Certifications from Microsoft and/or A+/Net+ a plus; and/or equivalent education or experience in job related activities.

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