Help Desk Technician

Help Desk TechnicianMetro ITS is seeking a motivated, customer-focused, and technically curious Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. We are looking for candidates with strong problem-solving abilities and an interest in technology. Formal Help Desk experience is preferred but not required. As the first point of contact for Metro Nashville employees requiring technical assistance, you will provide support through phone, email, and the service portal. This role is an excellent opportunity for someone looking to start or continue building a career in Information Technology.Key ResponsibilitiesProvide Tier 1 technical support through phone, email, and service management portals.Serve as the first point of contact for employees experiencing technical issues.Troubleshoot and resolve common hardware, software, and application-related issues.Provide support for Windows operating systems, Microsoft 365, Outlook, user accounts, passwords, printers, connectivity, and access-related issues.Research unfamiliar technical problems using knowledge articles, documentation, vendor resources, and approved support tools.Document customer interactions, troubleshooting steps, and resolutions accurately within the service management system.Take ownership of assigned incidents and service requests through resolution or appropriate escalation.Escalate complex issues to higher-level support teams while providing clear and detailed troubleshooting information.Follow established Help Desk procedures, IT security requirements, and organizational processes.Participate in training, knowledge sharing, and continuous improvement initiatives.Collaborate with team members and contribute to a positive and supportive team environment.Key Skills & QualitiesTier 1 Help Desk / Technical SupportWindows and Microsoft 365Outlook and user account supportPassword and access managementHardware and printer troubleshootingNetwork and connectivity troubleshootingIncident and ticket managementCustomer service and communicationProblem-solving and troubleshootingDocumentation and knowledge base research