Desktop Support Specialist

Title: IT Support Specialist – Corporate Genius Bar

Location: Downtown Nashville, TN

Work Environment: Onsite, Corporate Headquarters

Position Type: 6 month Contract-to-Hire

Pay: $23/hr on contract (conversion salary at $55,000 - $70,000/year)

Position Overview

Our client is building a high-touch, onsite IT Genius Bar within its corporate headquarters in Downtown Nashville. The IT Support Specialist will provide hands-on technical support to employees experiencing hardware, software, account access, and general end-user technology issues.

This role blends desktop support expertise with exceptional customer service . Employees will be able to walk up to the Genius Bar for immediate assistance, making this position highly visible within the organization. The ideal candidate enjoys working directly with people, communicates technical concepts clearly, maintains composure when users are frustrated, and takes ownership of issues through resolution.

This is not a traditional call-center Help Desk position. The successful candidate will be comfortable providing face-to-face technical support in a professional corporate environment while troubleshooting a broad range of endpoint and software issues.

Key Responsibilities

End-User Support

• Provide onsite, face-to-face technical support to corporate employees through the IT Genius Bar.
• Serve as a welcoming and professional first point of contact for employees experiencing technology issues.
• Diagnose, troubleshoot, and resolve hardware, software, peripheral, connectivity, and user-access problems.
• Own issues from initial interaction through resolution or appropriate escalation.
• Communicate clearly with both technical and non-technical employees.
• Provide practical guidance to users to help prevent recurring technology issues.

Hardware & Endpoint Support

• Troubleshoot, diagnose, and perform break/fix support for laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other end-user peripherals.
• Replace or coordinate replacement of failed equipment and components.
• Assist with new-device setup, configuration, deployment, and equipment refreshes.
• Troubleshoot issues involving multiple monitors, docking stations, connectivity, peripherals, and corporate workstation configurations.

Software & Operating System Support

• Troubleshoot common Windows operating system and application issues.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive .
• Diagnose software installation, configuration, compatibility, performance, and authentication issues.
• Assist users with application access and general usability problems.
• Escalate more complex infrastructure, network, security, or application issues when necessary.

Identity & Access Support

• Perform basic Active Directory user administration and troubleshooting.
• Assist with password resets, locked accounts, and account-access issues.
• Troubleshoot authentication and access problems and escalate when appropriate.
• Follow established security and identity-management procedures when handling user accounts.

Service Management

• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the client's ticketing platform.
• Prioritize issues based on urgency and business impact.
• Identify recurring problems and communicate trends to the broader IT organization.
• Maintain strong communication with employees throughout the support process.

Required Qualifications

• 3–5 years of professional IT support experience , ideally within Desktop Support, End User Computing, IT Service Desk, Workplace Technology, or a similar environment.
• Strong hands-on experience troubleshooting Windows-based laptops and desktops .
• Experience diagnosing and resolving hardware and peripheral issues.
• Strong troubleshooting experience with Microsoft 365 applications .
• Experience supporting Active Directory , including password resets and account lockouts.
• Understanding of basic networking concepts such as Wi-Fi, TCP/IP, VPN, DNS, and endpoint connectivity.
• Experience working within an IT ticketing/service-management environment.
• Ability to methodically troubleshoot issues, identify root causes, and determine when escalation is appropriate.
• Ability to work onsite in Downtown Nashville .

Customer Service & Personality Profile

Technical ability is important, but success in this position will depend equally on the individual's customer-service mindset and interpersonal skills .

The ideal candidate will be:

• Personable and approachable and able to make employees feel comfortable asking for assistance.
• Patient when working with users who may not be technically savvy.
• Professional and polished when interacting with employees at all levels of the organization.
• A strong communicator who can explain technical issues without excessive technical jargon.