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.

Minimum Qualifications

• 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.

Application Process

Resume Review

Initial discussion

Video Screening

Client Interview

Cogent Infotech is a leading tech consulting firm headquartered in Pittsburgh, PA, offering cutting-edge digital transformation solutions in Cloud, Cybersecurity, Data Analytics and AI. ISO-certified and CMMI Level 3 appraised, we proudly partner with 70+ Fortune 500 companies and 150+ government agencies.

Cogent is an equal opportunity employer and does not discriminate based on any protected status under applicable law.