Help Desk Technician, Tier 1

Job Description

Job Description

Help Desk Technician, Tier 1

Role Overview:
Metro ITS is looking for a Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. The Help Desk is the first point of contact for Metro Nashville employees who need technical assistance. We support customers by phone, email, and service portal.
The technician will troubleshoot, resolve, document, and escalate technical issues and service requests. The work can range from simple password and account issues to Windows, Microsoft 365, Outlook, hardware, printers, connectivity, and application problems.
Prior Help Desk experience is helpful, but it is not required. We are more interested in finding someone who is curious, willing to learn, can work through a problem, and genuinely wants to build a career in IT.

What You'll Do:
Provide Tier 1 technical support by phone, email, and service portal.
Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues.
Listen to the customer, ask good questions, and work through problems logically.
Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources.
Document customer interactions, troubleshooting, and resolutions accurately in the service management system.
Take ownership of assigned incidents and service requests through resolution or appropriate escalation.
Provide another support team with the information they need when an issue needs to be escalated.
Learn and follow Help Desk procedures, security requirements, and established processes.
Take part in training, knowledge sharing, and efforts to improve how the Help Desk works.
Support your teammates and contribute to a positive team environment.

What We're Looking For:
We are not looking for a resume that simply checks a list of technical boxes. We are looking for someone who wants to learn and figure things out.

The Right Candidate:
Is curious about technology and wants to understand how things work.
Enjoys solving problems and figuring out why something is not working.
Will take some time to research and troubleshoot before immediately asking someone else for the answer.
Is comfortable saying, "I don't know," but then wants to figure out how to find the answer.
Asks good questions and learns from the answers.
Can learn new technology, processes, and procedures.
Takes ownership of their work.
Accepts coaching and feedback and uses it to get better.
Communicates well with both customers and coworkers.
Can work independently but also understands that the Help Desk is a team.
Has an interest in continuing to develop their technical and professional skills.
Formal IT experience is not required. Education, certifications, technical training, internships, personal technology projects, military experience, customer service experience, or other experiences that show problem-solving and technical ability are all worth considering.

Career & Growth:
We see the Help Desk as a place where someone can start or continue building an IT career.
If we find someone who works hard, learns quickly, takes ownership, and wants to grow, we want to help that person develop. As technicians gain experience and demonstrate what they can do, there are opportunities to take on more responsibility and continue developing their careers within Metro ITS.
We are looking for someone who wants to build a career, not simply find the next job. That does not mean we expect someone to know exactly where their career will go. We want someone who is interested in learning, improving, and seeing where they can take it.

Recruiter Guidance:
Please do not screen candidates solely on previous Help Desk experience or years of IT experience. Some of our best technicians have started their IT careers without formal Help Desk experience.
At the same time, a long IT resume does not automatically make someone a good fit. We are looking for people who are still curious, willing to learn, open to feedback, and interested in developing their skills.
When reviewing candidates, please look for signs of curiosity and initiative. How do they approach something they don't know Do they research and try to understand a problem before asking for help Have they taught themselves something new Are they pursuing certifications, training, projects, or other ways to develop their skills
We are especially interested in candidates who see this as an opportunity to build a career with Metro rather than simply another position to fill between jobs.
If you find someone with the right attitude, curiosity, work ethic, and ability to learn, even if their resume does not look like a traditional Help Desk candidate, please send them our way. We are willing to invest in the right person.