Help Desk Tech Support

Nashville, Tennessee

Post Date: 03/18/18 Job ID: 6368 Category: IT Infrastructure

Position: Help Desk Tech Support
Location: Nashville, TN
Duration: 8 months plus extensions
In Person Interview Required

  • Creates and maintains user accounts; adding and deleting users and modifying user permissions, collecting and processing VPN request and Usage Agreement forms and setting up and maintaining VPN account set up.
  • Provides direct assistance to employees and contractors experiencing access issues. Issues can range from password resets and locked accounts to user permission issues.
  • This responsibility includes, but is not limited to:
  • Recording all issues received via telephone, email or self-service portals in Help Desk Ticketing system (Remedy)
  • Providing level 1 diagnostics, triage and issue resolution. This work primarily involves the following:
  • The use of telephone support and remote tools usage to troubleshoot the issues. *Answering questions and educating end users by applying knowledge of computer software, hardware, and procedures
  • As necessary, escalates issues to appropriate next level support team
  • Processes and follows-up on approved access requests, User Requests and systems requests. Account creation for various IT Systems and follow up with the customer is required.
  • Provides direct support to Physicians transferred to the Security team that needs immediate assistance for Portal access issues.
  • Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
  • Assist with various projects as assigned by direct supervisor.
  • Other duties as assigned.

  • Bachelors degree required.
  • A+ or Microsoft Certification preferred.

  • 0 - 1 years experience in a high volume IT call center
  • Experience working with Active Directory and user account setup.
  • Effective and cooperative team member.
  • Must have excellent communication skills - verbal, written and auditory.
  • Must be able to work flexible hours, some holidays and weekends.
  • Overtime may be required including nights, weekends, and holidays.
  • Must be able to work in a fast-paced team-oriented environment.
  • Must have good technical aptitude and be a quick learner.

Brian Pedersen

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