Technical Helpdesk

Title:

Helpdesk Specialist (Tier-1)

Job Summary:

We are seeking a highly skilled Technical Support Specialist to provide advanced, omni-channel technical support in a fast-paced environment. This role combines in-person support with client consultation, advanced troubleshooting, and project collaboration to deliver exceptional technology experiences.

Key Responsibilities:

Provide advanced technical support for PCs, mobile devices, hardware, software, operating systems, and LAN environments, resolving complex issues and implementing solutions. Deliver in-person support five days a week at either the Franklin or Downtown campus. Assist and back up the TSC AV team as needed, including AV equipment setup for meetings and events. Resolve escalated issues from Level 1 support, performing deep analysis and using advanced tools to ensure first-touch resolution whenever possible. Serve as a subject matter expert to less experienced staff, providing mentoring, technical guidance, and training. Collaborate with project teams to ensure smooth technology rollouts, deployments, and implementations. Stay current on business and technology changes, coordinating with internal teams to troubleshoot and support new initiatives. Contribute to process improvement initiatives to enhance client experience and service delivery. Communicate clearly and professionally with clients, providing guidance, setting expectations, and diffusing escalations when necessary.

Required Qualifications:

High School diploma or equivalent. Minimum of 2 years of technical help desk or in-person technical support experience. Advanced knowledge of computer and mobile device hardware, software troubleshooting, and support tools. Strong customer service and communication skills, both written and verbal, adaptable to all audiences. Demonstrated analytical and problem-solving abilities with sound judgment and decision-making skills. High initiative and motivation with a track record of driving process improvements and innovative solutions. Attention to detail, especially in ticket documentation and client communication. Ability to manage multiple priorities, resolve complex issues, and mentor or coach others effectively.

Preferred Skills:

Experience with AV equipment setup and support. Familiarity with multi-channel/omni-channel support environments. Experience supporting technology rollouts and project-based initiatives.