This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Level 2 Support Specialist, you will handle more complex desktop and workstation issues directly with users in person at the local office in Nashville, TN. This position offers a hybrid work schedule, with the flexibility to work remotely as well as on-site at either the client's office or the company's office, depending on project needs.

• Respond to remote and on-site support requests in a timely and professional manner.
• Troubleshoot complex issues with laptops and workstations.
• Install, configure, and upgrade PC software and operating systems.
• Maintain detailed documentation of all interventions.
• Be eyes, ears, and hands for network troubleshooting.
• Escalate unresolved issues to Level 3 support.
• Perform after-hours on-call duties, per on-call rotation schedule.
• Work on-site from the Nashville office as needed.
• Provide professional technical support to C-suite and executives in a fast-paced and high-pressure environment.

Qualifications

• Moderate Troubleshooting: Ability to diagnose and solve more complex hardware and software problems.
• Operating Systems: In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)).
• Software and Hardware Management: Skills in managing and configuring software applications and computer hardware.
• In-person Assistance: Experience with desk-side support tools and techniques.
• Remote Assistance: Experience with remote desktop support tools and techniques.
• Problem Management: Ability to track and prioritize issues, escalating when necessary.
• Security Fundamentals: Basic understanding of cybersecurity principles and practices.
• Peripheral Devices: Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc.
• Proficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack.

Requirements

• Local (within 30-45 miles) to the Nashville, TN office.
• Be able to lift at least 30lbs.
• Must be highly detail oriented and a proven commitment to high quality workmanship.
• Must have excellent, thorough, and methodical problem-solving skills.
• You must be able to work with challenging personalities and always maintain a professional and positive demeanor with users.
• Must have a drive and a “-ness” about you that takes pride in supporting your workstations/users.
• Must be a self-starter.
• Must have excellent interpersonal and English communication skills (spoken and written).
• You must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements.
• A good sense of humor.
• Enjoy working in a team and as an individual contributor.

Educational Requirements

• Bachelor's degree in a related field preferred.
• Basic IT certification(s) with Microsoft or CompTIA required.
• 2 years' experience in a helpdesk/support technician role.

Benefits

• Comprehensive health, dental, vision, and life insurance.
• 401K.
• Unlimited PTO.
• Opportunities for continuing education and mentoring.
• Fun perks like free lunches, bingo nights, and other exciting events!