IT Service Desk Specialist I Job Details Job Location Paulo - Nashville, TN Remote Type Hybrid Position Type Full Time Education Level 2 Year Degree Travel Percentage Up to 25% Job Shift Administrative Day Time Shift Job Category Information Technology Description The IT Service Desk Specialist I is a key member of our support team that provides exceptional and dependable customer service for our internal customers. This position will be troubleshooting and resolving support incidents, handling communication for the service desk, providing guidance to users on how to best use an application, and coordinating each support ticket through its lifecycle. Daily responsibilities may include supporting mobile devices, managing device configurations, installing software and patches, overseeing Active Directory accounts, and updating documentation and knowledge-based articles. Key Responsibilities: + Provide support to internal customers via face-to-face interaction, chat, email, video calls, remote management, and phone. + Monitor and respond promptly to incoming requests to ensure effective communication and prompt resolution of service requests. + Manage the ticketing queue according to established service levels. + Follow up with customers to confirm issue resolution and ensure high satisfaction. + Ensure service request documentation is complete, accurate, and sufficient for analysis and resolution. + Route complex or research-required tickets to the appropriate team based on incident category and severity. + Participate in the after-hours support program for urgent, business-impacting requests on a rotational basis. + Provide onsite support for tasks as needed. + Simulate user problems to troubleshoot operating difficulties. + Recommend system modifications to minimize recurring user issues. + Aid with asset and inventory control. + Support user lifecycle management. + Suggest improvements for client communication as part of process enhancement. + Maintain professionalism and courtesy in all communications. + Develop new skills to carry out assigned tasks and responsibilities. + Follow written procedures in areas of job responsibility. + Keep accurate documentation on customer interactions, projects, transactions with vendors, and hardware and software inventory. + Train and instruct users relating to the above areas. + Available for nights and weekend support during critical periods + Travel (via plane or automobile) to branch sites or other locations to perform any of the above duties or for training. This is a hybrid role. Team Member must report to Murfreesboro and Nashville TN plants weekly. Qualifications Education: + Minimum education required is an associate degree in IT, Computer Science, or related field (or equivalent experience). Knowledge: + Experience in supporting Microsoft Windows client operating systems. + Experience in supporting Microsoft Office applications. + 0-2 years in IT support or customer service roles. + Basic experience supporting conferencing and video conferencing solutions; Zoom, Cisco video conferencing systems, and Microsoft Teams. + Basic experience with Active Directory, SSO, and Azure AD. + Experience in troubleshooting and resolving end-user problems. + Understanding of ticketing systems and remote management tools. + Certifications (Optional but advantageous): CompTIA A+, ITIL Foundation, or Microsoft Fundamentals (e.g., MS-900). + Demonstrates resourcefulness and takes initiative when solutions are not evident. + Ability to read, write and communicate effectively in English. + Proficiency in reading, writing, and communicating in Spanish is an added advantage. + Understanding basic mechanical and electrical principles. + Ability to perform basic math operations. + Commitment to developing new skills and maintaining up-to-date knowledge in relevant areas. + Comprehension of hardware and software integration concepts and standards. + Thorough knowledge of computers and related hardware. + Professional and courteous communication skills. + Ability to manage multiple tasks and priorities. + Strong problem-solving skills and attention to detail. + Willingness to travel and support after-hours requests. License(s)/Certification(s) Required: + Valid drivers license and acceptable Motor Vehicle Record in compliance with Paulos Vehicle Use Policy. Competitive Benefits Package: + Medical benefits (including Teledoc 360 Telehealth Visits) + Dental benefits + Group Life Insurance + Voluntary Life Insurance + Vision Insurance + Holiday Pay + Sickness & Accident pay + 401k with employer match and employer contribution up to 5.5% + Employee Referral Bonus & chance to win annual $2,000 drawing! + Employee Assistance Program