Help Desk Technician; Nicholasville, KY

Help Desk Technician (Nicholasville, KY)

R.J. Corman Railroad Group is seeking a skilled, customer‑oriented Help Desk Technician to provide top‑notch technical support to clients and internal employees. The role is the first point of contact for technical issues, delivering timely, effective solutions while ensuring a positive customer experience.

• Customer Support:
  Respond to customer inquiries, incidents, and service requests via phone, email, or ticketing system in a friendly, patient, and professional manner.
• Technical Troubleshooting:
  Diagnose and resolve hardware, software, and network‑related issues for customers and internal staff to ensure minimal disruption to their workflow.
• Incident Management:
  Log and track all customer interactions and resolutions accurately in the help desk system, ensuring proper documentation and adherence to established procedures.
• Escalation and
  
  Collaboration:
  
  Escalate complex issues to the appropriate teams and follow up on the resolution progress to ensure timely resolution. Collaborate with other IT teams and subject matter experts as needed.
• User Training:
  Assist customers with basic software and hardware inquiries, offering step‑by‑step instructions and guidance to enhance their understanding and skill set.
• System Maintenance:
  Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security.
• Knowledge Base:
  Contribute to the creation and maintenance of the company’s knowledge base, FAQs, and user guides to empower customers with self‑help resources.
• Continuous Learning:
  Stay up to date with the latest technologies and industry trends to improve technical skills and provide informed support to customers.
• Perform other duties as needed.

• Education:
  
  High school diploma or equivalent. Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.
• Experience:
  
  Proven experience in a technical support role, help desk, or IT‑related position is preferred but not required for entry‑level candidates.
• Technical
  
  Skills:
  
  Proficient in troubleshooting hardware and software issues, familiar with operating systems (Windows, macOS, etc.), basic networking concepts, and productivity applications.
• Communication:
  Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
• Customer Focus:
  Demonstrated dedication to delivering exceptional customer service and a positive attitude when dealing with customers of varying technical expertise.
• Problem‑Solving:
  Analytical and critical thinking skills to assess and resolve technical challenges efficiently.
• Multitasking:
  Ability to handle multiple tasks simultaneously, prioritize workload, and meet deadlines effectively.
• Team Player:
  Collaborative and able to work well in a team‑oriented environment.
• Ability and willingness to travel required.

R.J. Corman Railroad Group, LLC commits to quality benefits: health, dental, vision, voluntary disability, life insurance, accident insurance, hospital indemnity, identity theft protection, flexible spending. Other non‑health benefits: paid holidays, paid time off, Work‑Life Balance Employee Assistance Program, 401(k) retirement savings plan.

R.J. Corman Railroad is an Equal Employment Opportunity (EEO) and affirmative action employer committed to a safe, drug‑free workplace. R.J. Corman performs pre‑employment criminal background checks and substance abuse testing, including hair and urine drug tests, to detect the presence of illegal drugs. We appreciate your cooperation in keeping R.J. Corman a safe and drug‑free company.