Information Technology End User Support

AccentCare; Franklin (TN); Hybrid; USD 52,000 - 59,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off and holidays

401(k) matching

Professional development opportunities

Wellness offerings and EAP

Job summary

AccentCare is hiring an End User Support-IT Field Services specialist in Franklin, TN, to provide Tier 1 & 2 support for executives, laptops, mobile devices, and collaboration tools. The role emphasizes discretion, prompt service, and minimal disruption while enabling secure remote access.

The ideal candidate has a IT-focused degree or 2–4 years of experience, with ITIL v3 and Windows/Office proficiency. Travel across TN is expected, with a hybrid work arrangement from Franklin.

Qualifications

• Bachelor's degree in Information Technology preferred or 2–4 years of technical support experience.
• ITIL v3 accreditation and current OS qualifications (e.g., MCSA, MCSE, A+, Network+)
• Solid understanding of Microsoft Office applications (Office 365, OneDrive, Teams) and Windows OS versions.
• Experience with Active Directory, EntraID, Intune Auto-pilot, MDM, and network basics (TCP/IP, DNS, DHCP).
• Ability to document technical solutions for review by technical teams and end users.

Responsibilities

• Provide Tier 1 & 2 support for executives and admins, including hardware, software, network, mobile devices, and collaboration tools.
• Manage executive laptops, tablets, smartphones, and peripherals; configure productivity tools and secure remote access.
• Triage and resolve escalated issues from the Help Desk; coordinate with Tier 3 teams as needed.
• Support infrastructure projects and executive office upgrades in collaboration with IT teams.

Skills

IT Support

Troubleshooting

Executive support

Mobile devices

Networking

Education

Bachelor's degree in Information Technology

Tools

Office 365

OneDrive

Microsoft Teams

Windows 10/11

Active Directory

EntraID

Intune

MDM Solutions

Job description

Overview

End User Support-IT Field Services

Location: Franklin, TN and surrounding areas
Position:End User Support-IT Field Services

Remote/Virtual Position: Hybrid - Must be based in Franklin, TN area
Coverage Area: Travel throughout TN

Applicants must be legally authorized to work in the United States and must reside within the United States for the duration of their employment.

Salary:$25-$28.50 per hour, depending on experience
Schedule: Monday-Friday, 8 a.m.-5 p.m.

What You Need to Know

Reimagine Your Career in Corporate Healthcare

Caring for others is more than what you do - it's who you are.At AccentCare, you'll join a purpose-driven, collaborative culture that sets the standard for excellence and gives you the trust and tools to do your best work. You'll belong to a team that cares deeply for patients and each other; a team committed to consistently providing exceptional care.

We're proud to be named one of America's Greatest Workplaces 2025 by Newsweek - a reflection of our shared commitment to excellence, integrity and compassion as we shape the future of aging in place. When you thrive, so does the community of care we're building together.

Be the Best End User Field Support Specialist You Can Be

If you meet these qualifications, we would love to meet you:

• Bachelor's degree in Information Technology preferred or 2 - 4 years of technical support experience
• Certifications requested: IT Infrastructure Library (ITIL) v3 accreditation, Relevant and Current Operating Systems qualifications i.e. MCSA, MCSE, A+, Network+.
• Solid Understanding of:
• Microsoft Office Applications
• Office365, One-Drive
• Microsoft Teams
• Windows 10 OS, Windows 11 OS a plus
• Android OS, iOS
• Active Directory, EntraID
• Intune Auto-pilot,
• Networking (TCP/IP, WINS, DNS, DHCP)
• ITIL Service Management through Service Now
• Single Sign on concepts
• MDM Solutions
• Firm working knowledge of concepts, practices and procedures of systems support and ability to use in varied situations for Windows, Chrome, and mobile applications
• Intermediate ability to troubleshoot or diagnose problems and provide possible solutions
• Some project/process management skills
• Advance equipment operation skills - should be able to use all office equipment and train end users
• Exceptional written and verbal communication skills, combined with the ability to interact and effectively communicate with a diverse audience.
• Ability to document technical solutions for review by both technical teams and end users

Responsibilities

The End User Support Analyst will provide support to end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.

• Provide Tier 1 & 2 support for executives and their admins, including troubleshooting hardware, software, network related issues, mobile devices, and collaboration tools while delivering white-glove service with a focus on discretion, responsiveness, and minimal disruption.
• Manage and maintain executive laptops, tablets, smartphones, and peripherals, ensuring optimal configuration of productivity tools such as Office 365, Teams, OneDrive, and secure remote access.
• Triage and resolve escalated issues from the Help Desk.
• Coordinate with Tier 3 teams and field services to ensure timely resolution of executive-impacting incidents.
• Partner with other IT teams to support infrastructure projects, deployments, and executive office upgrades. Provide feedback on recurring issues and recommend improvements.

Our Investment in You

Caring for others starts with caring for you. We're committed to fostering a purpose-driven workplace where you feel supported, and that means prioritizing your physical, financial and mental well-being.

Our benefits include

• Medical, dental and vision coverage
• Paid time off and paid holidays
• Professional development opportunities
• Company-matching 401(k)
• Flexible spending and health savings accountsWellness offerings such as an employee assistance program, pet insurance and access to Calm, a meditation, sleep and relaxation app
• Programs to celebrate achievements, milestones and fellow employees
• Company store credit for your first AccentCare-branded scrubs for patient-facing employees
• And more!

Why AccentCare?

Come As You Are

At AccentCare, you're part of a community that cares - for patients and each other. You can rest assured we offer equal employment opportunities regardless of race, ethnicity, sex, sexual orientation, gender identity, religion, national origin, age or disability.