Service Desk Technician

ResourceTek is the Human Capital division of BWSC, a multi-discipline Engineering firm. We specialize in providing technical staffing and support services to clients in all areas of Engineering, Information Technology, and a broad range of other Technical disciplines.

In support of our local government client, we are seeking a Service Desk Technician to join their team in Nashville, TN. This is a full time (40+ hours a week) contract position with a very strong possibility of going direct with the client after 6 months of service.

The candidate will provide support of technology issues encountered by government employees and departments in a 24/7 environment. This position additionally monitors electrical and network systems for stability and continuation of services..

Responsibilities include:

  • Diagnose and resolve incidents using documented procedures to perform responsibilities.

  • 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.

Preferred Knowledge/Skills/Abilities:

  • Experience with contact centers, and or Helpdesk.
  • Experience using, and troubleshooting Microsoft products such as Windows, Office, etc.
  • Experience working in a fast past environment.

This is a 24x7x365 Information Technology organization. The contractor must be able to perform duties as required by this position which includes working nights, weekends and/or holidays as necessary.

Employee must be able to pass a drug and background check upon hire. ResourceTek offers a comprehensive compensation and benefits package and is an Equal Opportunity Employer and Drug Free Workplace.

Interested candidates should apply online.



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What we do

RESOURCETEK provides technical staff augmentation, professional recruitment and support services to our partner clients in industry and government. RESOURCETEK has proven experience in providing the highest qualified technical talent in the areas of Engineering, Design, Construction Project Management, Information Technology and other Technical Disciplines.

"I can count on ResourceTek to understand our needs and consistently provide the right people for our projects"

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