IT Help Desk Specialist, Downtown Nashville

Description Position Summary The IT Help Desk Specialist serves as the first point of contact for staff seeking technical assistance with technology systems and applications. This role provides frontline technical support both in person and over the phone, ensuring timely resolution of issues and excellent customer service. The position reports to the Department Manager. Primary Responsibilities • Maintain a visible presence at the Help Desk and be readily available to assist users. • Respond to phone calls and walk-in requests; provide remote and in-person technical support. • Accurately prioritize and manage support requests. • Enforce IT/IS computer system and security policies. • Provide end-user training on system access, printing, acceptable use policies, and basic system functions. • Develop basic training materials and document routine procedures. • Stay current on Help Desk resources, technology updates, and known issues. • Escalate issues to second-level support staff as appropriate. • Maintain professional discipline and decorum within Help Desk and technology office areas. • Create, categorize, route, and track incidents accurately within the ticketing system. • Resolve documented and single-step requests (e.g., password resets). • Ensure proper incident resolution, closure, and follow-up communication with end users. • Perform other duties as assigned by the IT Manager. Secondary Responsibilities • Learn and support fundamental operations of commonly used software, hardware, and equipment. • Troubleshoot issues using existing knowledge bases and documented procedures. • Install, maintain, and repair hardware, software, and peripheral equipment. Qualifications General Requirements • Exceptional verbal and written communication skills. • Strong customer service orientation with a friendly, professional demeanor. • Ability to multitask, prioritize, and adapt in a fast-paced environment. • Ability to work effectively both independently and as part of a team. • Strong attention to detail, initiative, and problem-solving skills. • Ability to remain professional and patient during high-volume or stressful situations. • Strong working knowledge of Windows operating systems and Microsoft Office applications (Word, Excel, PowerPoint, Outlook). • Basic troubleshooting experience in corporate PC environments, including printers and TCP/IP networking. Additional Requirements • Ability to provide technical support over the phone with excellent phone etiquette. • Strong analytical and deductive reasoning skills. • Ability to work productively during both high- and low-volume support periods. • Creative problem-solving skills and proactive mindset. • Strong organizational and time-management skills. • Ability to communicate effectively with both technical and non-technical users. Education & Experience • Associate degree in a technical field or equivalent experience preferred. • Corporate-level Help Desk experience preferred. • Minimum of three (3) years of customer service and end-user technical support experience. • Knowledge of computer hardware and software concepts. • Strong workstation and basic network troubleshooting skills. • Web development experience is a plus. Apply tot his job