Help Desk Technician (Nicholasville, KY)

R.J. Corman Careers•Nicholasville, KY

20d•Onsite

About The Position

R.J. Corman Railroad Group is currently seeking a skilled and customer-oriented Help Desk Technician to provide top-notch technical support to our clients and internal employees. As a Help Desk Technician, you will be the first point of contact for all technical issues, and your primary responsibility will be to deliver timely and effective solutions while ensuring a positive customer experience.

Requirements

High school diploma or equivalent.
Proven experience in a technical support role, help desk, or IT-related position is preferred but not required for entry-level candidates.
Proficient in troubleshooting hardware and software issues, familiar with operating systems (Windows, macOS, etc.), basic networking concepts, and productivity applications.
Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
Demonstrated dedication to delivering exceptional customer service and a positive attitude when dealing with customers of varying technical expertise.
Analytical and critical thinking skills to assess and resolve technical challenges efficiently.
Ability to handle multiple tasks simultaneously, prioritize workload, and meet deadlines effectively.
Collaborative and able to work well in a team-oriented environment.
Ability and willingness to travel required.

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.

Responsibilities

Respond to customer inquiries, incidents, and service requests via phone, email, or ticketing system in a friendly, patient, and professional manner.
Diagnose and resolve hardware, software, and network-related issues for customers and internal staff to ensure minimal disruption to their workflow.
Log and track all customer interactions and resolutions accurately in our help desk system, ensuring proper documentation and adherence to established procedures.
Escalate complex issues to the appropriate teams and follow up on the resolution progress to ensure timely resolution. Collaborate with other IT teams and subject matter experts as needed.
Assist customers with basic software and hardware inquiries, offering step-by-step instructions and guidance to enhance their understanding and skill set.
Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security.
Contribute to the creation and maintenance of the company's knowledge base, FAQs, and user guides to empower customers with self-help resources.
Stay up to date with the latest technologies and industry trends to improve technical skills and provide informed support to customers.
Perform other duties as needed.