Senior Helpdesk Support - 3mo Contract

The IT Support Lead is responsible for overseeing the daily operations of the IT help desk team to ensure reliability and consistency of services to all PMC service lines. This role provides clear direction and resource coordination while managing priorities to uphold—and exceed—service level expectations aligned with our organizational mission and IT service industry standards. This role reports to the IT Team Lead. 

This will be a 3 month contract, and the ideal candidate will need to reside within the greater Nashville area. 

Hourly rate $32/hr. 

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Essential Functions

• Collaborate with various department teams to coordinate IT support resources, ensuring seamless service delivery.
• Works with department staff and leadership to help plan, organize and align work priorities to meet and exceed service level objectives. 
• Communicate proactively with internal teams, maintaining clarity and follow-through.
• Manage tasks, deadlines, and customer expectations effectively through current service desk application.
• Maintain confidentiality of sensitive organizational data.
• Address new and changing business requirements with IT Team Lead and suggest courses of action to meet those requirements. 
• Advocate for user experience improvements and work with leadership to implement solutions.

IT Service Desk – Focused Functions

• Foster a culture of collaboration and accountability among IT support staff.
• Train and coach support technicians in customer service best practices and procedures.
• Establish Key Performance Indicators (KPIs) for the service desk and regularly monitor service uptime and report to IT Team Lead.
• Partner with leadership to evaluate and update technology standards.
• Prioritize support issues effectively, reallocating resources as needed.
• Research and implement industry best practices while maintaining security compliance.
• Troubleshoot and resolve technical issues across platforms (devices, networks, applications) utilizing Tier 3 service desk knowledge and provide backup support within phone system and service desk as needed to maintain service standards. 
• Facilitate and manage the technical processes involved in employee lifecycle requests. 
• Initiate company-wide IT announcements to ensure all end users stay informed of IT system updates.
• Contribute to short- and long-term operational planning for the IT support team.
• Create and maintain technical documentation, knowledge base articles, workflows, and processes for service desk team use.
• Assist with sensitive matters by collaborating on protocols, training, and communication.
• Provide project oversite and report to IT Team Lead, ensuring all projects are delivered timely and within scope.
• Supervise and evaluate IT support team performance.
• Address and respond to ad-hoc technical or support-related requests.
• Conduct monthly company-wide end user training to improve the organization’s knowledge of our technology systems. 

Education

• Associate degree or higher in a relevant technology field
• Bachelor's degree preferred.
• Equivalent experience may substitute for education requirements.

Experience

• Minimum five (5) years experience working in the customer service field and/or HelpDesk experience required.
• Minimum two (2) years experience planning, managing, prioritizing, assigning, and monitoring work to meet objectives of multiple or competing priorities/projects.
• Broad understanding of enterprise infrastructure technologies and their use, such as but not limited to: Azure Active Directory, DNS, Group Policy, SharePoint 
• Proficiency in a variety of systems, servers, and protocols (Cisco, Citrix, VMware, TCP/IP, DNS, Active Directory)
• Experience using Intune for device management
• Excellent verbal and written communication skills. Organized with attention to detail.
• Proficient in Microsoft Office Suite including SharePoint and other related software.
• Demonstrate problem-solving and analytical skills.