Desktop Support Specialist

This range is provided by Harvey Nash. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$22.00/hr - $23.00/hr

This position provides and facilitates support of technology issues encountered by Client employees and departments in a 24/7 environment. This position additionally monitors Client environmental and network systems for stability and continuation of service(s).

• Diagnose and resolve/escalate customer requests.
• Perform or monitor system health checks or maintenance tasks following established procedures.
• Understand job scheduling tools, activation, monitoring, and storage.
• Maintain and convey basic knowledge of server operating systems, file systems, data center critical infrastructure, and basic data recovery.
• Maintain and convey basic knowledge of Networking protocols, principles, and concepts.
• Convey information concerning critical issues clearly and concisely to appropriate personnel.
• Understand the installation, configuration and ongoing usability of computing devices, peripheral equipment and software.
• Perform network and computing device troubleshooting remotely where possible.
• Escalate unresolved issues in accordance to established guidelines.
• Train and orient customers in use of hardware and software as needed.
• Be available to answer phones at all times.
• Take ownership of, and resolve/action customer emails within established timelines.

• Required Knowledge/Skills/Abilities:
  • Great Customer service skills, understanding the role of being the “Voice of the Customer”
  • Excellent organizational skills and detailed oriented
  • Experience working in a team environment as well as the ability to work independently
  • Ability to identify and lead resolution of problems to provide better service to customers.
  • Responds to customer requests or inquiries in a timely manner using established methodologies and practices.

Experience with contact centers, and or Helpdesk.

• Experience using, and troubleshooting Microsoft products such as Windows, Office, etc.
• Experience working in a fast pace environment.

• ITS Security Requirements:
  Selected candidates must agree to and sign the ITS Non-Disclosure Policy, ITS Employee Security Policy and successfully pass a Criminal Record Background Check performed by the Clientpolitan Nashville Police Department that includes:
• An identity verification
• A state of residency check for the last ten (10) years
• A National Criminal Information Center (NCIC) record and fingerprint check

• Mid-Senior level

• Contract

• Consulting

• Government Administration

Referrals increase your chances of interviewing at Harvey Nash by 2x.

Medical insurance

Vision insurance

401(k)

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