Sr. Client Support Engineer

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Senior Help Desk Specialist
Position Type: FTE
Location: Nashville, TN (Onsite 5 days)

Overview
We are seeking a Senior Client Support Engineer to provide advanced technical support and troubleshooting across end-user devices, applications, and systems. This role will serve as a key escalation point for complex issues, ensure smooth operations of IT services, and contribute to process improvement initiatives. The ideal candidate will have strong customer service skills, in-depth knowledge of Microsoft environments, and the ability to mentor junior team members while maintaining strong cross-departmental relationships.

Responsibilities

• Provide desktop support for users, including computers, monitors, phones, printers, mobile devices, and other equipment.
• Troubleshoot and resolve technical issues of varying complexity; escalate or route to other resolver groups as needed.
• Manage incidents and service requests through ticketing systems, ensuring timely resolution.
• Support installation, maintenance, and troubleshooting of audio/visual equipment in conference rooms.
• Identify and respond to system outages, engaging appropriate support teams promptly.
• Collaborate with managed service providers to ensure effective Level 1 support.
• Create, update, and maintain IT documentation for systems and processes.
• Mentor junior support staff, provide training, and foster a collaborative team environment.
• Build strong partnerships across the business to improve service delivery.
• Leverage technical competencies (e.g., scripting, automation) to improve processes.
• Coordinate and manage small projects involving IT support initiatives.
• Support department activities with consistent and timely attendance.

Required Skills & Knowledge

• Strong customer service and communication skills, adaptable to varying user technical levels.
• Advanced troubleshooting in Microsoft server/client environments.
• Networking fundamentals and solid knowledge of IP telephony.
• Proficiency with Microsoft Office and Adobe applications.
• Strong knowledge of Active Directory, Azure AD, DNS, DHCP, Exchange Online, SCCM, Intune, and endpoint management.
• Experience with scripting tools such as PowerShell.
• Ability to troubleshoot and support Outlook in both Exchange and cloud environments.
• Familiarity with Apple and Android devices.
• Strong organizational skills with attention to detail and documentation.

Qualifications

• Education: Associate’s Degree required; Bachelor’s Degree preferred. Equivalent experience may substitute for degree requirements.
• Certifications: A+, Network+, or Microsoft Azure Administrator (preferred).
• Experience: 2–3 years of relevant IT support experience.

Additional Information

• Ability to lift up to 75 lbs on a regular basis.
• Ability to travel periodically to support remote offices.
• Occasional overtime may be required.
• Participation in on-call rotation for after-hours support.

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