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Service Desk Representative II
Career Insights for Help Desk Technician / Analyst
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Based on Tennessee data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$48,600 / year median in Tennessee
+9% projected growth
Job Description
- Job Summary
- The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development. This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.
- Essential Functions
- + Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
+ Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
+ Maintains service documentation, knowledge articles, and escalation procedures.
+ Collaborates with information technology support teams to implement service improvements and process enhancements.
+ Assists with onboarding and training new team members and users on information technology policies and tools.
+ Monitors and manages ticket queues to help ensure service-level targets are met.
+ Performs other duties as assigned.
+ Maintains regular and reliable attendance.
+ Complies with all policies and standards.
- Qualifications
- + H.S. Diploma or GED required + Associate Degree or higher in Information Technology, Computer Science, or a related field preferred + 3-5 years of experience in an IT service desk, technical support, or a related role required
- Knowledge, Skills and Abilities
- + Strong technical troubleshooting skills across multiple device types and platforms.
+ Ability to prioritize, manage, and resolve moderately complex user issues.
+ Excellent written and verbal communication skills.
+ Strong knowledge of information technology service management and incident management practices.
+ Strong collaboration skills and commitment to user satisfaction.
Equal Employment Opportunity This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.