Job Title: Desktop Support Technician

Department: Information Technology/Security

US BASED, NO SPONSORSHIP

Downtown NASHVILLE BASED!

HYBRID WORK SCHEDULE - 3 DAYS ONSITE, 2 DAYS REMOTE.

About the Role:

We are looking to hire an additional Help Desk Support agent to investigate and resolve software and hardware problems of computer users by performing the following duties.

Job Responsibilities

• Evaluate and prioritize requests for assistance from users experiencing issues or requesting issues with hardware, software, networking, and other computer-related technologies.
• Interview users to gather information about issues and guide them through diagnostic procedures to identify the source of errors.
• Install, upgrade, support, troubleshoot, and perform maintenance on computer hardware, printers, smartphones, and any other authorized peripheral equipment.
• Log and track support requests using a trouble ticketing system.
• Diagnose and resolve software, hardware, and network issues.
• Ensure desktop and laptop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, conference meeting platforms, application servers, and administrative systems.
• Identify and report system issues to vendors, then monitor and test fixes to ensure problems have been adequately resolved.
• Communicate technical issues and solutions to the relevant staff members or clients in clear and easy-to-understand language.
• Set up workstations and peripherals for new and existing users.
• Train users on software and hardware in virtual and in-person environments.
• Manage the onboarding and offboarding of user accounts and associated devices.
• Work with management teams to find solutions to IT requests.

Education/Experience:

• Bachelor's degree (B.S.) or equivalent from four-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.
• Expert knowledge of Microsoft and Apple operating systems, Office 365 software, basic network topology, Entra ID, and Active Directory.
• Working knowledge of Apple IOS and Android Operating Systems is required.
• Excellent communication skills, with the ability to explain technical information to non-technical users.
• Experience working with CRM software (Salesforce preferred).

You will need to be able to complete all physical requirements of the job with or without a reasonable accommodation, including:

• Ability to move around the office to access storage cabinets, meeting rooms, printer/copier rooms, and user desks and offices. This includes walking, bending, and reaching as necessary. Additionally, have the ability to remain in a stationary position for approximately 50% of the workday.
• Communicate effectively with customers through multiple forms of technology, virtually or in person.
• Required to retrieve or reposition computer hardware weighing up to 50 pounds.

The Employer retains the right to change or assign other duties to this position.