Tech Support Specialist

IT Support Technician I

Location: Brentwood, TN / Onsite Reports To: IT Systems Manager Brand/Segment: Gathr Outdoors

In this hands-on role, the IT Support Technician I serves as the first point of contact for end users, providing Tier 1 technical support for hardware, software, account access and connectivity issues. This role focuses on delivering timely, high-quality customer service, resolving common technical issues efficiently, and escalating more complex problems to senior IT staff as appropriate.

Our environment is a modern hybrid infrastructure consisting of Windows 11, macOS, Microsoft Entra ID (Azure AD), Windows Server, Microsoft 365, and cloud-based business systems, including NetSuite. This role supports day-to-day endpoint operations, onboarding/offboarding activities, inventory management, and basic troubleshooting while following documented procedures and escalation paths.

This position requires occasional travel between company locations as needed.

Essential Job Functions

• Provide onsite and remote Tier 1 technical support for PC and Mac hardware, software, printers, mobile devices, and peripherals.
• Troubleshoot user issues related to Windows 10/11, macOS, Microsoft 365, Teams, Outlook, VPN connectivity, and Wi-Fi access.
• Escalate unresolved or advanced technical issues to senior IT staff in accordance with established Service Level Agreements (SLAs).
• Assist with employee onboarding and offboarding, including hardware setup, account provisioning, and access management.
• Create, modify, and disable user accounts in Microsoft Active Directory and Microsoft Entra ID following documented procedures.
• Support Microsoft 365 administration including Exchange mailboxes, Teams, OneDrive, and SharePoint permissions.
• Maintain IT asset inventory including deployment, recovery, tagging, and lifecycle tracking of hardware and software.
• Assist with operating system updates, endpoint patching, antivirus monitoring, and endpoint health maintenance.
• Troubleshoot basic network connectivity issues involving Ethernet, Wi-Fi, VPN, DNS, and printers.
• Assist with conference room technology, audio/visual equipment, and VoIP phone systems.
• Demonstrate willingness to learn and adopt AI productivity tools (such as Microsoft Copilot, Claude) to improve support efficiency and documentation.
• Document troubleshooting steps, create knowledge base articles, and maintain internal IT documentation.
• Coordinate with vendors and third-party support providers as needed.
• Support company IT projects, office moves, hardware refreshes, and other initiatives as assigned.
• Perform other duties and projects as assigned.

Qualifications / Requirements

• High School diploma required; technical training, certifications, or equivalent experience preferred.
• 1–2 years of IT support experience in a Microsoft environment, including internships or equivalent hands-on training, preferred.
• Strong knowledge of Microsoft Windows 11 and macOS support and troubleshooting.
• Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID concepts.
• Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Strong customer service and communication skills with a professional and positive attitude.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Experience working with ticketing systems and documenting technical issues preferred.
• Ability to work independently while collaborating effectively with team members and other departments.

Preferred Qualifications

• Associate degree in Information Technology or related field.
• CompTIA A+ and Microsoft certifications preferred.
• Experience supporting onsite, remote, and multi-location users.
• Experience with endpoint management, antivirus platforms, or mobile device management (MDM) solutions.
• Experience with NetSuite or similar ERP/business systems at a user support level.
• Familiarity with AI-powered productivity tools such as Microsoft Copilot, Claude, or similar platforms used in a business environment.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to communicate effectively with team members, candidates, and external partners through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• The person in this position needs to occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc. as well as have the ability to remain in a stationary position 50% of the time.

The company's Job Descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.

Gathr Outdoors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized because of such a request.