IT Support Technician II

Prysm Corporation is seeking a highly skilled IT Support Technician II to provide advanced technical support and assist in complex troubleshooting, system administration, and networking within a fast-paced Managed IT Service Provider (MSP) environment. This role requires a deep understanding of business IT infrastructures, the ability to manage escalated service requests, a strong emphasis on documentation and standardized processes, and the capability to work independently and efficiently.

Additionally, the role involves VoIP administration and troubleshooting, ensuring seamless communication solutions for clients.

Prysm Corporation is a Managed IT Service Provider (MSP) located in the greater Nashville, TN area, serving small and medium-sized businesses in the surrounding areas. Established in 2010, we specialize in IT support, network services, voice and communication solutions, cybersecurity, and consulting services for a diverse range of clients. Our commitment is to deliver pro-active and reliable IT solutions that empower businesses.

• Authenticity – We wear our integrity on our sleeves, fostering an environment where honesty isn’t just practiced; it’s expected.
• Unyielding Dedication – We’re more than just service providers. We’re allies, committed to bringing the best for our partners every single day.
• Synergy – Greatness isn't achieved in silos. Through collaboration and communication, we lift each other, transforming challenges into milestones.
• Frontier Spirit – Technology evolves. So do we. Pioneering innovation, we stay nimble, always pushing boundaries for our partners.
• Harmony – In the rush of bytes and bits, we believe in maintaining equilibrium. Work-life harmony isn’t just a buzzword here; it’s a lifestyle.
• Steadfast Reliability – We're not about one-time wonders. Day in, day out, we aim for unwavering consistency, building trust one interaction at a time.
• Deep Respect – Every second of our partner's time is invaluable. We honor this with humility, kindness, and an unwavering dedication to excellence.
• Divine Purpose – Beyond technology, we're guided by a higher calling to serve and uplift. Each solution embodies a purpose transcending the tangible; it's our mission to create a genuine impact.

• Medical and dental insurance (50% employer covered)
• 401k plan with employer contributions
• Paid vacation (two to four weeks per year)
• Annual performance reviews with compensation adjustments
• Paid holidays
• Life, AD&D, and LTD insurance (100% employer covered)
• Employer-covered training and certification testing
• A supportive and engaging work environment with career growth opportunities

• Full-time
• Compensation: $27.00 to $33.00 per hour, depending on experience
• Hours:
  
  Monday through Friday, 8:00 AM to 5:00 PM Central, with occasional paid after-hours support as needed.
• Location:
  
  This is an in-office position at our Mt. Juliet office serving the greater Nashville area, with occasional travel to local client locations.

• Provide a high level of professional, efficient customer service by employing a high degree of tact and diplomacy while providing superior service and timely resolution.
• Serve as a primary escalation point for Level 1 technicians, assisting with complex technical issues.
• Provide administration and advanced troubleshooting for Windows, Mac, Mobile, and VoIP devices, as well as desktop and cloud-based applications.
• Administer and troubleshoot connectivity issues, including software security solutions, networking, and remote connectivity.
• Support, maintain, and document IT and VoIP systems, including configuration, troubleshooting, and VoIP call…