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IT Support Specialist - Part-Time; In-Office

SilverAssist

Hendersonville, Tennessee

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JOB DETAILS
SKILLS
1st Level Support, Access Control, Administrative Skills, Apple, Atlassian JIRA, Best Practices, Call Center Software, Call Centers, Call Routing, Communication Skills, Computer Workstations, Corporate Policies, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, Documentation, Help Desk, Human Resources Management, IP (Internet Protocol), Identify Issues, Identity Data Management, Information Technology & Information Systems, Information/Data Security (InfoSec), Inventory Management, Laptop PC, Mac Operating System, Maintain Compliance, Manufacturing Data Management, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows System Administration, Network Administration/Management, Network Connectivity, Onboarding, Operations Management, Peripheral Hardware, Preventative Maintenance, Privacy Controls, Problem Solving Skills, Security Compliance, Software Administration, Software Installation, Software Patches, Staff Training, Systems Administration/Management, Systems Maintenance, Systems Reliability, Team Player, Technical Support, Time Management, Training/Teaching, VoIP (Voice over IP), Wi-Fi, Workstation Hardware, ZenDesk
LOCATION
Hendersonville, Tennessee
POSTED
30+ days ago

SilverAssist – Caring.com

IT Support Specialist (Part-Time, In-Office)

Hendersonville, TN

Position Summary

The IT Support Specialist provides day-to-day technical support for a 25-person in office call center environment, ensuring reliable and efficient operation of all end-user systems. This role is critical to keeping the call center running smoothly, serving as the first line of support for employees who interact directly with customers.

The position focuses on minimizing downtime, maintaining system reliability, and supporting both Windows and macOS environments while upholding security and operational standards. We are a small, collaborative team that values reliability, clear communication, and a calm, solutions-focused approach to problem-solving.

Key Responsibilities

  • Provide first level technical support for desktops, laptops, phones, headsets, and call center applications.
  • Troubleshoot hardware, software, and network connectivity issues in a timely manner.
  • Support call center systems including CRM platforms, softphones, and call routing tools.
  • Provision, configure, and deploy Windows and macOS devices for employees.
  • Set up and maintain employee workstations, including hardware, user accounts, and required software.
  • Manage onboarding and offboarding processes, including account provisioning, access control, and equipment handling.
  • Maintain IT asset inventory and ensure proper tracking and lifecycle management.
  • Perform routine system updates, patching, and preventative maintenance.
  • Respond to help desk tickets efficiently using ticketing systems and escalate as necessary.
  • Ensure adherence to company security policies, data protection standards, and best practices.

Call Center Support Duties

  • Provide real-time technical support to call center agents to minimize disruptions.
  • Troubleshoot call quality issues including VoIP performance, headset functionality, and network latency.
  • Assist with login issues, password resets, and account access.
  • Support basic queue configuration and call routing adjustments as directed.
  • Maintain uptime and reliability of critical call center systems during operating hours.

Onboarding & Offboarding Duties

  • Prepare and deploy Windows and macOS devices, including imaging, software installation, and account setup.
  • Coordinate with HR and management to support onboarding schedules.
  • Perform full workstation setup including monitors, peripherals, and connectivity.
  • Deactivate user accounts and remove access for departing employees.
  • Retrieve, reassign, and securely wipe devices in accordance with company policy.

Additional Duties

  • Maintain documentation of common issues and solutions.
  • Assist with basic network troubleshooting including Wi-Fi, switches, and connectivity.
  • Support office and conference room technology.
  • Participate in IT projects and system upgrades.
  • Provide basic training to employees on systems and best practices.
  • Ensure compliance with data security and privacy standards.

Qualifications

  • Previous IT support or help desk experience preferred.
  • Experience supporting Windows (10/11) and macOS environments.
  • Experience supporting call center environments is preferred but not required.
  • Familiarity with ticketing systems such as Jira, Zendesk, or similar platforms.
  • Basic understanding of identity and access management tools (Azure AD, Okta, or similar).
  • Basic understanding of networking concepts (IP, DNS, DHCP).
  • Experience supporting VoIP or call center systems is a plus.
  • Strong troubleshooting, communication, and time management skills.
  • Customer-service oriented mindset.

Work Schedule & Environment

  • Part-time hours (typically 20–30 hours per week).
  • In-office role supporting a 25-person call center.
  • May require occasional schedule flexibility for onboarding or urgent support needs.

Tools in Use

  • Microsoft 365 administration
  • Apple Business Manager or other MDM platforms
  • VoIP and call center platforms (such as Twilio)
  • Ticketing systems (Jira, Zendesk, or similar)
  • Basic networking tools (ping, traceroute, etc.)
Compensation: $18.00 - $22.00 per hour based on experience
 

About the Company

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SilverAssist