Job description

As a Tier II Help Desk Agent, candidate will accept all user problems via calls, voice mail and help desk ticketing. Take ownership of all problems through diagnosis, investigation and resolution. Respond to escalation requests and notify management as required. Follow up to ensure user satisfaction in a highly client-focused environment. Internal Service Levels require a high level of problem resolution on first contact, and accurate routing of trouble tickets to the next level of support.

Required Skills:

• Requests using the incident management and request fulfillment processes. Problems include password resets, computer hardware and software errors, usage queries, network connectivity issues, application outages, access permissions, wireless network connectivity failures, malware problems, VDI issues, handheld problems, and other IT related issues.
• Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries.
• Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• Tracks and monitors the status of issues to ensure proper follow-up and resolution.
• Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
• Responds to escalation requests and notify management as required. Tier 3 support of incidents affecting service interruption.
• Ensures problems are accepted within targeted levels. Escalates if the ticket is not accepted or resolved by support groups within targeted SLA’s.
• Maintains a high degree of customer service for all support queries and adhere to all service management principles.
• Contributes to the improvement of processes and knowledge base. Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries. Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• Tracks and monitors the status of issues to ensure proper follow-up and resolution.
• Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner
• Responds to escalation requests and notify management as required. Informs Tier 3 support of incidents affecting service interruption.
• Ensures problems are accepted within targeted levels.
• Escalates if the ticket is not accepted or resolved by support groups within targeted SLA’s.
• Contributes to the improvement of processes and knowledge base.

Job Type: Full-time

Experience:

• Technical support: 2 years (Required)
• Help desk: 2 years (Required)
• VPN and Fortinet Environments: 2 years (Required)
• Hospitality Experience a plus

Job Type: Full-time

Pay: $48,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Nashville, TN 37202: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT Help Desk: 3 years (Required)

Work Location: One location

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