Desktop Support Specialist (Nashville)

This position provides and facilitates support of technology issues encountered by Client employees and departments in a 24 / 7 environment. This position additionally monitors Client environmental and network systems for stability and continuation of service(s).

Scope of Work

• Diagnose and resolve / escalate customer requests.
• Perform or monitor system health checks or maintenance tasks following established procedures.
• Understand job scheduling tools, activation, monitoring, and storage.
• Maintain and convey basic knowledge of server operating systems, file systems, data center critical infrastructure, and basic data recovery.
• Maintain and convey basic knowledge of Networking protocols, principles, and concepts.
• Convey information concerning critical issues clearly and concisely to appropriate personnel.
• Understand the installation, configuration and ongoing usability of computing devices, peripheral equipment and software.
• Perform network and computing device troubleshooting remotely where possible.
• Escalate unresolved issues in accordance to established guidelines.
• Train and orient customers in use of hardware and software as needed.
• Be available to answer phones at all times.
• Take ownership of, and resolve / action customer emails within established timelines.

Education and Experience

Preferred Knowledge and Skills

Experience with contact centers, and or Helpdesk.

Security Requirements