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LifeWay IT Help Desk Representative in Nashville, Tennessee

Why work with LifeWay IT (

LifeWay is the world’s largest provider of Christian resources. As one of 2018 Forbes’ Best Midsize Employers and Best Employers for Women, and one of the largest IT teams in Nashville, LifeWay IT is as innovative with technology solutions as we are with employee work-life balance, work environment, and culture.

Our Support Analyst / IT Help Desk Representative serves as a member of the Help Desk team to provide technical support related to the management of day-to-day user hardware and software issues. The ideal candidate possesses excellent troubleshooting skills for isolating problems and determining/implementing solutions, as well as the desire to take the initiative to own and resolve customer issues according to SLAs.

Hours: Monday - Friday 8:00am - 4:30pm plus some flexible on call rotation

Location: Nashville, TN office

  • Currently, our team is working remotely following local COVID-19 guidelines, but will require some in office work as needed

  • Provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution; Meet or exceed customer expectations on response quality, timeliness, and overall experience

  • Troubleshoot AV and video conferencing technologies (Zoom)

  • Install and configure computer hardware, software, systems, networks, printers and scanners for new and existing users; repair and replace equipment as necessary

  • Ensure that all support calls are logged, resolved, or are escalated to the proper group for resolution

  • Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems as well as LAN/WAN network troubleshooting

  • Assist and educate network users, as part of every day support

  • Prepare and maintain technical and user documentation and training materials if needed

  • Assist other IT team members with project tasks and testing

  • Associate's degree in Computer Science, Information Technology, Engineering, or related experience

  • 1+ years of experience providing technical support and/or system administration in a customer-facing role

  • Strong knowledge of PC and Apple hardware and software configurations

  • Knowledge of Microsoft Windows OS, macOS, Microsoft Office, and other standard enterprise applications

  • Experience supporting applications such as Google Apps, Office 365, etc.

  • Strong relationship management, customer service, and communication skills through a variety of platforms

  • Ability to communicate technical information, both verbal and written, to a wide range of end-users

  • Experience researching, analyzing and interpreting automated system problems

  • Technical documentation skills

  • Strong analytical and organizational skills

  • Excellent problem-solving ability

  • Detail-oriented

Preferred Qualifications

  • CompTIA A+ certification - preferred, but not required

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related

Job ID: 2020-25439

External Company Name: LifeWay Christian Resources

External Company URL:

Street: One LifeWay Plaza