Service Desk Technician - Nashville, TN

Position Summary: The Service Desk Technician at Parking Management Company will provide essential technical support and assistance to our staff and customers, ensuring swift and effective resolution of IT-related issues. This role is vital for maintaining the smooth operation of our IT infrastructure and enhancing the overall user experience.

Essential Duties and Responsibilities:

• Technical Support: Provide first-level technical support to end-users via phone, email, and in-person. Troubleshoot hardware, software, and network issues promptly and effectively.
• Issue Resolution: Diagnose and resolve technical problems, including software installations, printer issues, and network connectivity problems. Escalate complex issues to higher-level support when necessary.
• Customer Service: Deliver excellent customer service by addressing user concerns with patience and professionalism. Ensure timely follow-up and communication with end-users regarding the status of their issues.
• Documentation: Maintain accurate records of all support requests, incidents, and resolutions in the help desk ticketing system. Create and update documentation for common issues and solutions.
• Laptop Provisioning & Deployment: Configure and deploy laptop computers to geographically diverse workforce.
• System Maintenance: Assist with the setup, configuration, and maintenance of computer systems and other IT equipment. Perform regular system updates and backups as required.
• Training: Provide basic training to staff on the use of hardware, software, and IT best practices. Create user guides and training materials as needed.
• Collaboration: Work closely with the development team to ensure timely support of software application-related tickets. 

Competency/Qualifications:

• Education: Associate's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience: Minimum of 1-2 years of experience in a help desk or technical support role. Experience in the parking industry or a related industry is preferred.
• Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft 365, Microsoft Office Suite, RMM & service desk tools and next generation antivirus. Familiarity with network troubleshooting and basic understanding of server administration.
• Soft Skills: Strong problem-solving skills, excellent communication abilities, and a customer-focused attitude. Ability to work independently and as part of a team in a fast-paced environment.
• Physical Requirements: Ability to lift and move IT equipment (up to 50 lbs) and perform tasks requiring prolonged periods of sitting or standing.