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.

Responsibilities include:

• 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.

• 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

Benefits:  R.J Corman Railroad Group, LLC is committed to providing its employees and their families with quality benefits. R.J Corman offers health, dental, vision, voluntary short term disability, voluntary long term disability, voluntary life insurance, voluntary accident insurance, voluntary hospital indemnity insurance, voluntary identity theft protection, and flexible spending account benefits to all full-time employees. Other non-health benefits include paid holidays, paid time off, the Work-Life Balance Employee Assistance Program and a 401K retirement savings plan.

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.