Tier 2 Help Desk Technician

Overview

Searching for a well‑rounded Help Desk team member in the greater Nashville area. The selected candidate will join a multifunctional team passionate about upcoming initiatives. The role requires strong customer service skills with excellent written and verbal communication.

• 4+ years of call center or help desk experience
• Password Reset Experience (Metropolis uses Jump Cloud)
• Knowledge of Windows, VPN browsers
• Experience installing printers
• Basic troubleshooting skills
• Extremely sufficient typing ability
• Interpersonal communicator with customer service skills
• Highly organized and resourceful, ability to create and maintain systems to leverage knowledge and available information
• Ability to satisfy the customer as well as fix the problem
• Uses proper grammar and communication

• Google, Google Drive, Gmail experience
• Experience with Okta
• Jira ticketing system experience

• 30–50 tickets per day via phone or email (no chat function)
• Comfortable working with difficult personalities or under stress
• Jira Ticketing system usage
• Typically all internal employees
• Most common tickets are profile maintenance/login issues
• Call center environment
• Metric driven
• Some project work