Nashville IT Support Technician

The Desktop Support Technician provides contact for first-line diagnosis and resolution for staff across departments. Responsibilities include first-level support for employee computer systems, assisting with implementation and testing of new software & tools, and delivering timely service to all staff. Collaboration with team members is essential. Primary Responsibilities Troubleshoot and diagnose software and hardware problems Follow escalation processes as needed Answer, evaluate, and prioritize IT tickets via phone, voicemail, email, and in-person requests Communicate status and resolution progress to appropriate parties Engage users to gather information and guide them through diagnostic procedures; educate end-users on applications and hardware Recognize, research, isolate, resolve, and follow up on routine end-user issues; elevate complex problems or outages to management Log and track issues in the ticketing system; maintain historical records and documentation Monitor and elevate alerts as appropriate Create training documentation, including videos and guides, to support user education and self-service Experience and Skills Windows 11 desktop and Windows Server 2016 onward Microsoft Active Directory Microsoft 365 Understanding of client/server applications and desktop maintenance Excellent communication and problem-solving skills Customer-service oriented with a positive attitude Ability to learn quickly and demonstrate integrity Printers and general networking VoIP administration – preferred Scripting – preferred SCCM and SQL – preferred Job Skills Proficient in basic hardware, software, and VoIP troubleshooting Strong team communication and collaboration Ability to adapt priorities in changing situations Capable of analyzing problems and delivering timely solutions with minimal supervision Experience producing clear training materials (videos/documents) - preferred Working Conditions Light lifting, of up to 40 pounds moving computers or printers etc. #J-18808-Ljbffr