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R. J. Corman Railroad Group, LLC · 3 months ago

Help Desk Technician (Nicholasville, KY)

Nicholasville, Kentucky, United States

Full-time

Onsite

New Grad, Entry Level

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. The primary responsibility will be to deliver timely and effective solutions while ensuring a positive customer experience.

ConstructionManufacturingService IndustryTransportation

Responsibilities

Customer Support: Respond to customer inquiries, incidents, and service requests via phone, email, or ticketing system in a friendly, patient, and professional manner

Technical Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for customers and internal staff to ensure minimal disruption to their workflow

Incident Management: Log and track all customer interactions and resolutions accurately in our help desk system, ensuring proper documentation and adherence to established procedures

Escalation and Collaboration: 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

User Training: Assist customers with basic software and hardware inquiries, offering step-by-step instructions and guidance to enhance their understanding and skill set

System Maintenance: Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security

Knowledge Base: Contribute to the creation and maintenance of the company's knowledge base, FAQs, and user guides to empower customers with self-help resources

Continuous Learning: 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