Hybrid IT Support Technician (Tier 1)

Velocity1; Nashville (TN); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Velocity1 in Nashville, TN is seeking a Support Desk Technician to provide frontline IT support to clients through remote and onsite services. You will handle Tier-1 issues, document steps taken, and escalate complex problems while delivering excellent customer service.

The role requires strong communication, technical aptitude, and a commitment to timely issue resolution. Hybrid work schedule, three days in the office and two remote, following training and probation.

Qualifications

• High school diploma or equivalent; additional IT coursework or degree is a plus.
• 1+ year of experience in technical support or service desk, preferably MSP environment.

Responsibilities

• Provide Tier-1 IT support via phone, email, remote access, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, network, and account issues.
• Escalate complex issues to Tier-2/3 with clear documentation.
• Travel to client sites as needed for hands-on troubleshooting and setup.
• Document troubleshooting steps and resolutions in the ticketing system.
• Contribute to internal knowledge base and SOP improvements.
• Collaborate with internal teams to identify recurring issues and drive improvements.
• Stay current with tools, technologies, and best practices through training.

Skills

Communication

Customer Service

Multitasking

Problem Solving

Creative Thinking

Education

High School diploma or equivalent

Associate or Bachelor’s degree in IT or related field

CompTIA A+ (preferred)

Tools

ConnectWise

Kaseya

Job description

Velocity1 in Nashville, TN is seeking a Support Desk Technician to provide frontline IT support to clients through remote and onsite services. You will handle Tier-1 issues, document steps taken, and escalate complex problems while delivering excellent customer service.

The role requires strong communication, technical aptitude, and a commitment to timely issue resolution. Hybrid work schedule, three days in the office and two remote, following training and probation.