IT Support Technician II

Prysm Corporation

Job Title: IT Support Technician II

Job Summary:

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.

About Prysm Corporation – Your Trusted Technology Partner

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.

Prysm Corporation Core Values:

• 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.

Perks and Benefits:

• 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

Position Information:

• 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.

Key Responsibilities:

• 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 management.
• Deploy and manage remote access solutions, including remote monitoring tools.
• Configure and maintain Microsoft 365 environments, including Exchange, SharePoint, Teams, and security policies.
• Communicate effectively with customers to keep them informed of incident progress, planned changes, and system status.
• Ensure detailed and accurate documentation of client systems, processes, troubleshooting steps, and solutions.
• Create and update standard operating procedures (SOPs) and contribute to internal knowledge bases.
• Engage in root cause analysis and recommend long-term solutions to recurring issues.
• Assist in the administration of Active Directory, Group Policy, and identity access management.
• Provide mentorship and training to Level 1 technicians.

Preferred Qualifications and Experience:

• 3-5 years of experience in an MSP or similar fast-paced IT environment.
• Experience managing Microsoft 365, Entra ID, and cloud-based security policies.
• VoIP support experience, including managing SIP, PBX systems, and call routing.
• Strong documentation skills with experience using MSP documentation tools.
• Ability to analyze and resolve complex issues while documenting findings for future reference.
• Networking knowledge, including firewall configurations, VLANs, and security best practices.
• PowerShell scripting knowledge is a plus but not required.
• Familiarity with backup and disaster recovery solutions and best practices.
• Experience in mentoring junior technicians and contributing to a collaborative support environment.

Preferred Certifications (Not Required but Beneficial):

• Microsoft (MCP, MCSA, MS-900, AZ-104)
• CompTIA (Network+, Security+)
• ITIL v4 Foundation

Work Location & Requirements:

This position is based out of our greater Nashville, TN office and requires in-office work, with some local travel to client locations. Candidates must live in the greater Nashville area or be willing to relocate. Relocation assistance is not provided.

Prysm Corporation is an Equal Opportunity Employer.