Service Desk Technician

Serve as the initial point of contact for clients seeking remote technical assistance
Troubleshoot technology issues and provide reliable resolutions
Build client relationships through active listening and empathetic behavior
Contribute to a collaborative team environment
Discover and implement resolutions successfully and efficiently through critical thinking
Tailor explanations of complex technical concepts to clients of varying skill levels
Empower clients by making technical concepts easily understandable
Engage with clients and regularly build relationships while delivering excellent customer service

• Applicant must be local to the Nashville, TN area
• 1-3 years in an IT support role troubleshooting Tier I–Tier II tickets or a bachelor’s degree in a technical area of study
• Proficient technical skills supporting Microsoft 365 applications
• Proven knowledge creating and managing users, groups, and objects within Active Directory and/or Entra
• Working knowledge of electronic ticketing systems
• Working knowledge of current Windows OS
• Ability to undergo and pass a background check in accordance with state and federal laws
• Preferred: macOS
• Preferred:
  Basic networking concepts such as DHCP, DNS, TCP/IP and IP routing
• Preferred:
  Microsoft 365 and Google Workspace administration
• Preferred:
  Remote administration concepts and tools
• Preferred:
  Process/task automation solutions in business or other environments
• Preferred:
  Microsoft Azure
• Preferred:
  Managed services tools such as Connect Wise, Datto/Kaseya, etc.
• Preferred:
  Professional certifications such as A+, Network+, Security+, or Microsoft certifications
• Preferred: A bachelor's degree in a related area of study

Demonstrates proficiency in troubleshooting technical issues and providing effective resolutions while delivering exceptional customer service. Capable of managing user accounts in Active Directory and supporting Microsoft 365 applications, with a strong emphasis on client relationship building and communication.

• IT Support Experience
• Microsoft 365 Proficiency
• Active Directory Management
• Customer Service Excellence
• Technical Troubleshooting

• Troubleshooting
• Technical Support
• User Management
• Windows OS Knowledge
• Basic Networking Concepts

• Active Listening
• Empathy
• Collaboration
• Critical Thinking
• Communication

• A+
• Network+
• Security+
• Microsoft Certifications

• Tier I Support
• Tier II Support
• Process Automation
• Nashville, TN
• Entra

• Microsoft 365
• Active Directory
• Electronic Ticketing Systems
• Remote Administration Tools
• Managed Services Tools