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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.