What are the responsibilities and job description for the Help Desk Technician position at Highland Ventures?
Location: Brentwood, TN
Date: May 2024
Job Description
About Highland Ventures
Highland Ventures is a national venture management company focused on strategically developing and operating business subsidiaries centered around its real estate portfolio. A family-owned business, Highland Ventures operates in the real estate and foodservice industries, and continues to grow and add new business ventures.
Role Summary
The Help Desk Technician role is a key player in maintaining client satisfaction and system reliability. This role demands an individual who is not only technically skilled but also excels in communication, problem-solving, and customer service. The ideal candidate will demonstrate a strong acumen in network knowledge, combined with outstanding verbal and written communication skills, and a commitment to quality output.
Primary Responsibilities
This is a full-time position. Days and hours of work are typically Monday through Friday,8/ 9:00 a.m. to 5/6 p.m. The home office is located in Brentwood, TN and team members are required to work in the office 5 days per week.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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Date: May 2024
Job Description
About Highland Ventures
Highland Ventures is a national venture management company focused on strategically developing and operating business subsidiaries centered around its real estate portfolio. A family-owned business, Highland Ventures operates in the real estate and foodservice industries, and continues to grow and add new business ventures.
Role Summary
The Help Desk Technician role is a key player in maintaining client satisfaction and system reliability. This role demands an individual who is not only technically skilled but also excels in communication, problem-solving, and customer service. The ideal candidate will demonstrate a strong acumen in network knowledge, combined with outstanding verbal and written communication skills, and a commitment to quality output.
Primary Responsibilities
- Serve as the first point of contact for clients seeking technical assistance, demonstrating unparalleled professionalism and a customer-centric approach.
- Analyze and resolve technical problems, leveraging extensive problem-solving skills and utilizing advanced diagnostic tools.
- Communicate technical solutions effectively via phone, email, or remote session, tailoring the complexity of the message based on the user's level of understanding.
- Maintain rigorous adherence to ITIL best practices, particularly in incident, problem, and change management.
- Escalate complex issues to higher support tiers as required, ensuring seamless transition and continuous communication until resolution.
- Contribute actively to a comprehensive knowledge base to foster self-service and reduce escalations.
- Stay abreast of technological advancements through continuous professional development.
- Strong network knowledge, with proficiency in diagnosing and troubleshooting network-related issues.
- Proficiency with both PC and Mac operating systems, indicating a versatile technical skill set.
- Exceptional problem-solving abilities, with a track record of tackling technical issues effectively.
- Excellent verbal and written communication skills, capable of conveying technical information in an accessible manner.
- A customer service superstar, known for a client-first approach and the ability to empathize and connect with users.
- A relentless focus on quality output, ensuring that all solutions meet the highest standards of excellence.
- Availability for various shifts, including nights and weekends, to provide uninterrupted support.
- Laptop provided
- Group medical, dental, life and other insurance plans, after eligibility requirements are met
- Flex Medical and Flex Daycare spending accounts (FSA)
- 401(k) with 50% match
- Paid time off plus 7 paid holidays
This is a full-time position. Days and hours of work are typically Monday through Friday,8/ 9:00 a.m. to 5/6 p.m. The home office is located in Brentwood, TN and team members are required to work in the office 5 days per week.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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