Help Desk Representative

About US-
At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Title: Help Desk Representative - TIER I
Duration: 9+ Months
Location: Nashville TN, 37219
Hours: Wednesday thru Saturday (6 pm to 6 am)
                                
Position summary:
The technician will troubleshoot, resolve, document, and escalate technical issues and service requests. The work can range from simple password and account issues to Windows, Microsoft 365, Outlook, hardware, printers, connectivity, and application problems.
 
Key Responsibilities:

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues.
• Listen to the customer, ask good questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources.

• Communicates well with both customers and coworkers.
• Can work independently but also understands that the Help Desk is a team.
• Has an interest in continuing to develop their technical and professional skills.