Guidesoft Inc. dba Knowledge Services

  • Tier 1 Help Desk Analyst

    Posted Date 2 weeks ago(1/4/2019 4:27 PM)
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  • Overview

    Knowledge Services is actively seeking a Tier 1 Help Desk Person for a long term contract role with our client, the State of TN’s Department of Education. This position is located downtown Nashville, TN and works 37.5 hours per week.


    The Department of Education had a major shift in student assessment this year. We have shifted from using a 3rd party tool for scheduling and ordering tests, to an in-house solution. The shift will streamline the district process and data flow and help to improve data accuracy for districts. In addition to moving the development work to an in-house system, we must also move statewide support in-house. A knowledgeable and well- function help desk is vital to accomplishing our goal.


    • Provide first level contact and issue resolution for the main held desk phone line and email.
    • The position involves responding to questions and issues as reported by multiple application users, learning the established procedures for support, and recording issues on an incident tracking system in a timely manner. Response to these issues includes troubleshooting the incident cause and resolution or escalation.
    • The employee must learn and follow agency requirements for application access and carefully examine all application access forms.
    • Set-up accounts for new users which meet the department requirements.


    Must have:

    • Basic computer skills
    • Analysis skills
    • Excellent verbal and written communication skills
    • Outstanding customer relations and service skills.
    • Help desk employees must learn the departments educational information system



    Overview of Knowledge Services:

    Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.


    As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 


    Knowledge Services has benefit offerings to include the following!


    • Medical, dental, and vision coverage
    • Voluntary Life and AD&D coverage
    • Pet Insurance
    • Ticket and Event discounts!
    • The above are available provided contractors meet eligibility requirements






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