Help Desk Coordinator

Location: Clarksville, TN (100% on-site)Important: Must be authorized to work in the United States without sponsorship.About Florim USA Florim USA, the American subsidiary of Florim Group, is a leading provider of porcelain tile solutions based in Clarksville, TN. We pride ourselves on our commitment to innovation, quality, and ecological mindfulness. With over two decades of experience, our facility stands as one of North America's largest and most technologically advanced porcelain manufacturing plants. At Florim USA, we're dedicated to producing sustainable, high-quality products while making a positive impact on society and the environment. Distributed under our MILEstone brand, Florim USA proudly offers uniquely styled, Sustainable Tile, made in the USA, in over 2500 stores nationwide.Position Summary Florim USA is seeking a Help Desk Coordinator to serve as the first point of contact for IT support and ensure timely, professional resolution of technical issues. This role is responsible for logging, prioritizing, and resolving incidents, supporting end users, and maintaining IT service standards.The ideal candidate combines strong technical troubleshooting skills with excellent communication and customer service, and thrives in a fast-paced, collaborative environment.Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:Act as the first point of contact for all IT-related incidents and service requests via phone, email, ticketing system, or in person.Troubleshoot and resolve hardware, software, network, account, and peripheral issues.Log, categorize, and prioritize incidents in the IT ticketing system.Escalate complex issues to IT team or vendors as needed.Maintain help desk documentation, SOPs, and knowledge base articles.Collaborate with IT and other departments to improve support processes and overall service delivery.Monitor open tickets and follow up to ensure timely resolution and user satisfaction.Support company initiatives related to sustainability, safety, and community engagement.Core Competencies: Technical Proficiency: Knowledge of computer systems, software, and troubleshooting techniques.Organizational & Time Management: Effectively manage tasks, set priorities, and meet deadlines.Customer Service & Communication: Provide clear, professional support and guidance to end users.Problem-Solving & Critical Thinking: Analyze issues and apply solutions efficiently.Collaboration & Engagement: Work effectively with cross-functional teams.IT Knowledge: Familiarity with help desk tools, ticketing systems, and IT service management.Sustainability Awareness: Integrates sustainability principles into work processes.What We're Looking For:High school diploma required; Associate degree or technical certifications (e.g., CompTIA A+, Network+) preferred.Previous experience in a help desk or technical support role preferred.Familiarity with ticketing systems and IT service management tools.Strong troubleshooting, organizational, and communication skills.Ability to work on-site and occasionally in a manufacturing environment.Florim USA is proud to be a company committed to our employees' well-being and the well-being of the environment and communities in which we operate. We offer a competitive salary and benefits package, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement, and more.Florim USA is a drug-free workplace. All hires are required to pass a pre-employment drug test. Florim USA provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, public assistance status, veteran status, or any other characteristic protected by law.

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