IT Support Specialist - Part-Time; In-Office

SilverAssist – Caring.com

IT Support Specialist (Part-Time, In-Office)

Hendersonville, TN

Position Summary

The IT Support Specialist provides day-to-day technical support for a 25-person in office call center environment, ensuring reliable and efficient operation of all end-user systems. This role is critical to keeping the call center running smoothly, serving as the first line of support for employees who interact directly with customers. The position focuses on minimizing downtime, maintaining system reliability, and supporting both Windows and macOS environments while upholding security and operational standards.

We are a small, collaborative team that values reliability, clear communication, and a calm, solutions-focused approach to problem-solving.

Key Responsibilities

• Provide first level technical support for desktops, laptops, phones, headsets, and call center applications.
• Troubleshoot hardware, software, and network connectivity issues in a timely manner.
• Support call center systems including CRM platforms, softphones, and call routing tools.
• Provision, configure, and deploy Windows and macOS devices for employees.
• Set up and maintain employee workstations, including hardware, user accounts, and required software.
• Manage onboarding and offboarding processes, including account provisioning, access control, and equipment handling.
• Maintain IT asset inventory and ensure proper tracking and lifecycle management.
• Perform routine system updates, patching, and preventative maintenance.
• Respond to help desk tickets efficiently using ticketing systems and escalate as necessary.
• Ensure adherence to company security policies, data protection standards, and best practices.

Call Center Support Duties

• Provide real-time technical support to call center agents to minimize disruptions.
• Troubleshoot call quality issues including VoIP performance, headset functionality, and network latency.
• Assist with login issues, password resets, and account access.
• Support basic queue configuration and call routing adjustments as directed.
• Maintain uptime and reliability of critical call center systems during operating hours.

Onboarding & Offboarding Duties

• Prepare and deploy Windows and macOS devices, including imaging, software installation, and account setup.
• Coordinate with HR and management to support onboarding schedules.
• Perform full workstation setup including monitors, peripherals, and connectivity.
• Deactivate user accounts and remove access for departing employees.
• Retrieve, reassign, and securely wipe devices in accordance with company policy.

Additional Duties

• Maintain documentation of common issues and solutions.
• Assist with basic network troubleshooting including Wi-Fi, switches, and connectivity.
• Support office and conference room technology.
• Participate in IT projects and system upgrades.
• Provide basic training to employees on systems and best practices.
• Ensure compliance with data security and privacy standards.

Qualifications

• Previous IT support or help desk experience preferred.
• Experience supporting Windows (10/11) and macOS environments.
• Experience supporting call center environments is preferred but not required.
• Familiarity with ticketing systems such as Jira, Zendesk, or similar platforms.
• Basic understanding of identity and access management tools (Azure AD, Okta, or similar).
• Basic understanding of networking concepts (IP, DNS, DHCP).
• Experience supporting VoIP or call center systems is a plus.
• Strong troubleshooting, communication, and time management skills.
• Customer-service oriented mindset.

Work Schedule & Environment

• Part-time hours (typically 20–30 hours per week).
• In-office role supporting a 25-person call center.
• May require occasional schedule flexibility for onboarding or urgent support needs.

Tools in Use

• Microsoft 365 administration
• Apple Business Manager or other MDM platforms
• VoIP and call center platforms (such as Twilio)
• Ticketing systems (Jira, Zendesk, or similar)
• Basic networking tools (ping, traceroute, etc.)

Compensation: $18.00 - $22.00 per hour based on experience