IT Support Specialist

IT Support Specialist

Lerner Solutions is a leading IT Managed Service Provider delivering exceptional technology support and services to a portfolio of high-profile clients. One of those clients is a fast-growing, nationally recognized retail and corporate brand with a commitment to exceptional customer experience at every level. Lerner Solutions is looking for an IT Support Specialist to embed within that client environment, someone who brings a service-first orientation to technology operations and leads with professionalism and communication, backed by solid technical skills.

This is not a heads-down help desk role. You will be regularly interfacing with senior stakeholders, retail leadership, and executive teams, which means how you communicate is as important as what you can fix. If you come from a customer-facing background and have built your technical skills on top of that foundation, this role was written for you.

What You'll Do

• Helpdesk & Triage: Serve as the first point of contact for IT support requests across corporate and retail teams, triaging, resolving, and escalating with clear, timely communication throughout.
• Onboarding: Own the new hire technology experience, provisioning hardware and software and serving as a calm, professional guide through their first-day setup.
• Retail Support: Coordinate with internet service providers and internal teams during connectivity issues for retail locations, keeping stakeholders informed and recovery swift.
• Asset Management: Manage the full hardware lifecycle for the Nashville location, including ordering, deployment, returns, and tracking.
• Documentation: Build and maintain clear, current documentation so that processes are repeatable and easy for anyone to follow.
• Store Openings: Support new retail store openings by coordinating hardware delivery and onsite technician visits, keeping timelines tight.
• Reporting: Analyze recurring ticket trends and prepare weekly summaries that inform leadership conversations about long-term fixes.

Who You Are

• Service-first professional: You have 1+ years of experience in a customer-facing or IT support role, and you understand that the way you show up in a conversation matters as much as the solution you deliver.
• Polished communicator: You communicate clearly, concisely, and professionally across email, phone, chat, and in-person settings. You know when to follow up and when to let something breathe.
• Executive-environment ready: You are comfortable operating in executive-facing environments. You read the room, adapt your tone, and never over-share.
• Curious problem-solver: You dig into root causes, not just surface symptoms, and you approach problems with patience and a solutions-oriented mindset.
• Reliable and proactive: You take ownership of your work, follow through without being chased, and keep the people around you informed.

Preferred Qualifications

• Background in hospitality, retail, or any direct customer service environment (even outside of tech). This is a strong preference.
• Experience supporting retail or multi-location operations.
• Comfort with basic project coordination and vendor communication.
• Proficiency with Google workspace.
• Familiarity with MDM tools or automated deployment is a plus.