Help Desk Technician (Nicholasville, KY)

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., * 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., R.J. Corman Railroad is an Equal Employment Opportunity (EEO) and Affirmative Action employer that is committed to a safe and drug free work place. R.J. Corman performs pre-employment criminal background checks and substance abuse testing which includes a hair and urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping R.J. Corman a safe and drug free company.

• Education: High school diploma or equivalent. Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.
• Experience: Proven experience in a technical support role, help desk, or IT-related position is preferred but not required for entry-level candidates.
• Technical Skills: Proficient in troubleshooting hardware and software issues, familiar with operating systems (Windows, macOS, etc.), basic networking concepts, and productivity applications.
• Communication: Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
• Customer Focus: Demonstrated dedication to delivering exceptional customer service and a positive attitude when dealing with customers of varying technical expertise.
• Problem-Solving: Analytical and critical thinking skills to assess and resolve technical challenges efficiently.
• Multitasking: Ability to handle multiple tasks simultaneously, prioritize workload, and meet deadlines effectively.
• Team Player: Collaborative and able to work well in a team-oriented environment.
• Ability and willingness to travel required

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance