Nashville IT Support Technician

The Desktop Support Technician provides contact for first-line diagnosis and resolution for staff across departments. Responsibilities include first-level support for employee computer systems, assisting with implementation and testing of new software & tools, and delivering timely service to all staff. Collaboration with team members is essential.

Primary Responsibilities

• Troubleshoot and diagnose software and hardware problems
• Follow escalation processes as needed
• Answer, evaluate, and prioritize IT tickets via phone, voicemail, email, and in-person requests
• Communicate status and resolution progress to appropriate parties
• Engage users to gather information and guide them through diagnostic procedures; educate end-users on applications and hardware
• Recognize, research, isolate, resolve, and follow up on routine end-user issues; escalate complex problems or outages to management
• Log and track issues in the ticketing system; maintain historical records and documentation
• Monitor and escalate alerts as appropriate
• Create training documentation, including videos and guides, to support user education and self-service

Experience and Skills

• Windows 11 desktop and Windows Server 2016 onward
• Microsoft Active Directory
• Microsoft 365
• Understanding of client/server applications and desktop maintenance
• Excellent communication and problem-solving skills
• Customer-service oriented with a positive attitude
• Ability to learn quickly and demonstrate integrity
• Printers and general networking
• VoIP administration – preferred 
• Scripting – preferred
• SCCM and SQL – preferred

Job Skills

• Proficient in basic hardware, software, and VoIP troubleshooting
• Strong team communication and collaboration
• Ability to adapt priorities in changing situations
• Capable of analyzing problems and delivering timely solutions with minimal supervision
• Experience producing clear training materials (videos/documents) - preferred

Working Conditions

• Light lifting, of up to 40 pounds moving computers or printers etc.