Senior Technical Support Specialist - In-Office M-F - Franklin TN

Senior Technical Support Specialist - In-Office M-F - Franklin TN

Advanced Correctional Healthcare - Franklin, TN 37067

Overview

Salary Range $70,000.00 - $75,000.00 Salary/year Position Type Full Time Job Shift Day Education Level Graduate Degree Travel Percentage None Category Information Technology

Description

Our associates deliver a higher standard of business services to support medical care and behavioral health care. We maintain professionalism, integrity, and commitment as we solve problems and make lives easier.

Essential Functions:

• Provide end-to-end technical support to both remote and in-office users, working independently with minimal supervision.
• Independently troubleshoot, diagnose, and resolve hardware, software, network, and application issues across the organization, escalating only when genuinely necessary.
• Manage, prioritize, and document support tickets in accordance with established service level agreements (SLAs), ensuring timely response, resolution, and clear communication throughout the ticket lifecycle.
• Administer and support a cloud-first Microsoft environment, including Azure and Microsoft 365. (Exchange, Teams, SharePoint, and OneDrive)
• Provide advanced support for SharePoint and OneDrive, including permissions, document libraries, sync issues, and end-user training, as these are central to how the organization operates.
• Deliver responsive, white-glove support to executives and leadership, communicating clearly and professionally while resolving issues with discretion and urgency.
• Support and maintain SaaS-based VoIP phone systems, including user provisioning, configuration, and basic troubleshooting.
• Manage user lifecycle tasks such as account provisioning, onboarding, offboarding, MFA, and access controls within Azure AD/Entra and Microsoft 365.
• Troubleshoot connectivity and network issues for remote and in-office users, demonstrating a well-rounded understanding of networking fundamentals (DNS, DHCP, VPN, VLAN, Wi-Fi, etc.).
• Prepare, configure, and deploy hardware assets for new and existing users, including imaging, setup, and shipping equipment to remote staff.
• Maintain accurate IT asset inventory and tracking, including procurement records, assignments, returns, and lifecycle/end-of-life management.
• Coordinate shipping, receiving, and logistics for equipment sent to and returned from remote users, ensuring timely deployment and recovery of assets.
• Proactively identify recurring problems and propose long-term solutions, process improvements, and automation opportunities rather than relying on repeated manual fixes.
• Create and maintain clear, accurate technical documentation, including knowledge base articles, troubleshooting guides, standard operating procedures, and end-user quick reference materials.
• Take ownership of assigned tickets and projects from start to finish, demonstrating reliability, strong follow-through, and consistent communication on status and resolution.
• Continuously develop technical skills and stay current with the Microsoft cloud ecosystem and supporting technologies.
• Maintain an accurate and up-to-date strategic planning manual with continuity of BUS plan and goals.
• Perform all other duties as assigned.

Benefits

• Referral program
• 401(k) w/employer match
• Health insurance
• Vision insurance
• Dental insurance
• Professional Development
• Paid Time Off
• Disability Insurance

Qualifications

Required Education and Experience:

• Associate's degree in systems engineering, Software Engineering, Computer Science, or related field required.
• 5+ years of experience in the IT industry required.
• 2+ years of experience in software testing and system debugging required.
• Excellent communication, analytical, and problem-solving skills are required.
• Attention to detail and quality-oriented mindset required.