IT Services Support Technician

Overview

IT Services Support Technician Department: IT Services

Reports To:

IT Services Support Lead / IT Services Support Manager

Location:

Franklin, TN (Williamson County)
THIS IS NOT A REMOTE POSITION. THIS POSITION IS LOCATED FULLY ON-SITE IN FRANKLIN, TN.

Position Overview:

OMNIA Partners is seeking an IT Services Support Technician to join our IT Services team. This is an entry-level, fully on-site position providing front-line technical support to employees across the organization. The Technician is the first point of contact for technology issues, responsible for accurate triage, basic resolution, and thorough documentation. The ideal candidate is detail-oriented, highly motivated, and eager to grow in a structured, team-oriented IT environment.

Strong communication skills and a genuine commitment to exceptional user experience are essential.

• Serve as the first point of contact for technical assistance via phone, email, walk-in, and ticketing system
• Triage, document, and attempt resolution of incidents and service requests; escalate with complete notes when issue exceeds Tier I scope
• Perform password resets, account unlocks, and basic Active Directory and Entra  updates under supervision
• Support end-user setup and basic troubleshooting of hardware including desktops, laptops, monitors, printers, and mobile devices
• Assist with imaging and deployment of endpoints following established OMNIA Partners standards
• Support Microsoft 365 services including Outlook, Teams, One Drive, and SharePoint basic permissions
• Assist with setup of office equipment including desks, monitors, printers, display screens, and basic conferencing hardware
• Provide basic network-level support: VPN connectivity, wireless access, and connectivity troubleshooting
• Monitor remote monitoring and management system alerts; acknowledge and document per established procedures; escalate where required
• Document all incidents, requests, and resolution steps accurately and in a timely manner in the ticketing system and knowledge base
• Communicate clearly and professionally with users at all levels of the organization
• Ask structured probing questions to gather accurate information from users who may describe issues imprecisely
• Follow all current standard operating procedures; obtain supervisor approval before making changes that could affect multiple users or systems
• Participate in rotational on-call coverage (approximately once every 4 to 6 weeks) and travel up to 10% for company events and trade shows
• Physically able to lift up to 40 lbs and work in confined spaces, including under desks and in server closets

OMNIA Partners is committed to the responsible adoption of artificial intelligence tools. This role is expected to develop working familiarity with approved platforms, including but not limited to:
Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, and Copilot for Microsoft 365.

• Core:
  Windows 10 and 11, macOS, Active Directory, Entra , Microsoft 365, Endpoint Manager, Intune, Microsoft 365 Defender, Atera, IT Glue
• Productivity:
  Microsoft Office Suite, Microsoft Teams, Zoom, Forti Client VPN, Jabra Xpress
• Business Applications (a plus):
  Salesforce, Tableau, Alteryx, Force, , Adobe Pro, Adobe Creative Cloud, Power Shell
• Artificial Intelligence Tools:
  Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, Copilot for Microsoft 365

• Entry-level candidates with strong aptitude and a customer service orientation are encouraged to apply
• Up to 1 year of experience in IT support, help desk, or a customer-facing technical role preferred
• Basic familiarity with Windows 10 and 11 and Microsoft 365
• Understanding of basic networking concepts: TCP/IP, DNS, DHCP
• Familiarity with ticketing systems a plus
• Excellent written and verbal communication skills
• Reliable, punctual, and able to manage competing priorities in a fast-paced environment

• Associate and/or Bachelor s Degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field preferred. Equivalent hands-on experience will be considered. No certifications are required for this role.