18 Oct
IT Help Desk Representative
Tennessee, Nashville

Why work with LifeWay IT (tech.lifeway.com)?LifeWay is the world’s largest provider of Christian resources. As one of 2018 Forbes’ Best Midsize Employers and Best Employers for Women, and one of the largest IT teams in Nashville, LifeWay IT is as innovative with technology solutions as we are with employee work-life balance, work environment, and culture. Our Support Analyst / IT Help Desk Representative serves as a member of the Help Desk team to provide technical support related to the management of day-to-day user hardware and software issues. The ideal candidate possesses excellent troubleshooting skills for isolating problems and determining/implementing solutions, as well as the desire to take the initiative to own and resolve customer issues according to SLAs.Hours: Monday - Friday 8:00am - 4:30pm plus some flexible on call rotationLocation: Nashville, TN officeCurrently, our team is working remotely following local COVID-19 guidelines, but will require some in office work as needed

Provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution; Meet or exceed customer expectations on response quality, timeliness, and overall experience

Troubleshoot AV and video conferencing technologies (Zoom)

Install and configure computer hardware, software, systems, networks, printers and scanners for new and existing users; repair and replace equipment as necessary

Ensure that all support calls are logged, resolved, or are escalated to the proper group for resolution

Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems as well as LAN/WAN network troubleshooting

Assist and educate network users, as part of every day support

Prepare and maintain technical and user documentation and training materials if needed

Assist other IT team members with project tasks and testing

Associate's degree in Computer Science, Information Technology, Engineering, or related experience

1+ years of experience providing technical support and/or system administration in a customer-facing role

Strong knowledge of PC and Apple hardware and software configurations

Knowledge of Microsoft Windows OS, macOS, Microsoft Office, and other standard enterprise applications

Experience supporting applications such as Google Apps, Office 365, etc.

Strong relationship management, customer service, and communication skills through a variety of platforms

Ability to communicate technical information, both verbal and written, to a wide range of end-users

Experience researching, analyzing and interpreting automated system problems

Technical documentation skills

Strong analytical and organizational skills

Excellent problem-solving ability


Preferred QualificationsCompTIA A+ certification - preferred, but not required

Bachelor's degree in Computer Science, Information Technology, Engineering, or related

Job ID: 2020-25439 External Company Name: LifeWay Christian Resources External Company URL: www.lifeway.com Street: One LifeWay Plaza

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