Job Description
Join TechSolutions Inc. as a Senior Help Desk Support Specialist in Nashville, TN and elevate your IT career! We're seeking a tech-savvy professional to deliver premium support to enterprise clients in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional advancement in one of America's fastest-growing tech hubs.
Responsibilities
- Provide Tier 2-3 technical support for complex hardware/software issues across Windows, macOS, and cloud platforms
- Manage ticket lifecycle in ServiceNow with SLA adherence and resolution metrics
- Collaborate with network and security teams to resolve multi-layered incidents
- Develop and maintain technical documentation, SOPs, and knowledge base articles
- Mentor junior support staff and conduct technology training sessions
- Analyze support trends to implement proactive system improvements
Qualifications
- 3+ years enterprise-level help desk experience with advanced troubleshooting skills
- CompTIA A+/Network+ or equivalent certification required
- Proficiency in Active Directory, SCCM, and virtualization (VMware/Hyper-V)
- Strong analytical skills with experience in ITIL v4 frameworks
- Excellent communication abilities for technical/non-technical stakeholders
- Experience with CRM systems (Salesforce preferred) and service desk tools