Help Desk Technician
Location: Brentwood, TN
Date: May 2024
JOB DESCRIPTION
About Highland Ventures
Highland Ventures is a national venture management company focused on strategically developing and operating business subsidiaries centered around its real estate portfolio. A family-owned business, Highland Ventures operates in the real estate and foodservice industries, and continues to grow and add new business ventures.
Role Summary:
The Help Desk Technician role is a key player in maintaining client satisfaction and system reliability. This role demands an individual who is not only technically skilled but also excels in communication, problem-solving, and customer service. The ideal candidate will demonstrate a strong acumen in network knowledge, combined with outstanding verbal and written communication skills, and a commitment to quality output.
Primary Responsibilities:
Serve as the first point of contact for clients seeking technical assistance, demonstrating unparalleled professionalism and a customer-centric approach.
Analyze and resolve technical problems, leveraging extensive problem-solving skills and utilizing advanced diagnostic tools.
Communicate technical solutions effectively via phone, email, or remote session, tailoring the complexity of the message based on the user's level of understanding.
Maintain rigorous adherence to ITIL best practices, particularly in incident, problem, and change management.
Escalate complex issues to higher support tiers as required, ensuring seamless transition and continuous communication until resolution.
Contribute actively to a comprehensive knowledge base to foster self-service and reduce escalations.
Stay abreast of technological advancements through continuous professional development.
Job Requirements: Strong network knowledge, with proficiency in diagnosing and troubleshooting network-related issues.
Proficiency with both PC and Mac operating systems, indicating a versatile technical skill set.
Exceptional problem-solving abilities, with a track record of tackling technical issues effectively.
Excellent verbal and written communication skills, capable of conveying technical information in an accessible manner.
A customer service superstar, known for a client-first approach and the ability to empathize and connect with users.
A relentless focus on quality output, ensuring that all solutions meet the highest standards of excellence.
Availability for various shifts, including nights and weekends, to provide uninterrupted support.
Opportunities and Benefits: Laptop provided
Group medical, dental, life and other insurance plans, after eligibility requirements are met
Flex Medical and Flex Daycare spending accounts (FSA)
401(k) with 50% match
Paid time off plus 7 paid holidays
Position type and expected hours of work
This is a full-time position. Days and hours of work are typically Monday through Friday,8/ 9:00 a.m. to 5/6 p.m. The home office is located in Brentwood, TN and team members are required to work in the office 5 days per week.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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