Service Desk Technician

Jobtailor; Tennessee; On-site; USD 42,000 - 64,000; Full time

Job summary

Jobtailor in Nashville, TN is seeking a first-line IT support specialist to serve as the initial contact for clients requesting remote technical assistance.

You will troubleshoot issues, build relationships through listening and empathy, and deliver clear explanations of technical concepts across varying skill levels while maintaining excellent customer service. Team collaboration and critical thinking enable efficient resolutions.

Qualifications

• Local to Nashville, TN area.
• 1-3 years in an IT support role troubleshooting Tier I–Tier II tickets or a bachelor’s degree in a technical area of study.
• Proficient technical skills supporting Microsoft 365 applications.
• Proven knowledge creating and managing users, groups, and objects within Active Directory and/or Entra ID.
• Working knowledge of electronic ticketing systems.
• Working knowledge of current Windows OS.
• Ability to undergo and pass a background check in accordance with state and federal laws.
• Preferred: macOS.
• Preferred: Basic networking concepts such as DHCP, DNS, TCP/IP and IP routing.
• Preferred: Microsoft 365 and Google Workspace administration.
• Preferred: Remote administration concepts and tools.
• Preferred: Process/task automation solutions in business or other environments.
• Preferred: Microsoft Azure.
• Preferred: Managed services tools such as ConnectWise, Datto/Kaseya, etc.
• Preferred: Professional certifications such as A+, Network+, Security+, or Microsoft certifications.
• Preferred: A bachelor's degree in a related area of study

Responsibilities

• Serve as the initial point of contact for clients seeking remote technical assistance.
• Troubleshoot technology issues and provide reliable resolutions.
• Build client relationships through active listening and empathetic behavior.
• Contribute to a collaborative team environment.
• Discover and implement resolutions successfully and efficiently through critical thinking.
• Tailor explanations of complex technical concepts to clients of varying skill levels.
• Empower clients by making technical concepts easily understandable.
• Engage with clients and regularly build relationships while delivering excellent customer service.

Skills

IT Support Experience

Microsoft 365 Proficiency

Active Directory Management

Customer Service Excellence

Technical Troubleshooting

Education

Bachelor's degree in a technical area of study

Tools

Microsoft 365

Active Directory

Electronic Ticketing Systems

Remote Administration Tools

Managed Services Tools

Job description

Serve as the initial point of contact for clients seeking remote technical assistance
Troubleshoot technology issues and provide reliable resolutions
Build client relationships through active listening and empathetic behavior
Contribute to a collaborative team environment
Discover and implement resolutions successfully and efficiently through critical thinking
Tailor explanations of complex technical concepts to clients of varying skill levels
Empower clients by making technical concepts easily understandable
Engage with clients and regularly build relationships while delivering excellent customer service

Requirements

• Applicant must be local to the Nashville, TN area
• 1-3 years in an IT support role troubleshooting Tier I–Tier II tickets or a bachelor’s degree in a technical area of study
• Proficient technical skills supporting Microsoft 365 applications
• Proven knowledge creating and managing users, groups, and objects within Active Directory and/or Entra ID
• Working knowledge of electronic ticketing systems
• Working knowledge of current Windows OS
• Ability to undergo and pass a background check in accordance with state and federal laws
• Preferred: macOS
• Preferred: Basic networking concepts such as DHCP, DNS, TCP/IP and IP routing
• Preferred: Microsoft 365 and Google Workspace administration
• Preferred: Remote administration concepts and tools
• Preferred: Process/task automation solutions in business or other environments
• Preferred: Microsoft Azure
• Preferred: Managed services tools such as ConnectWise, Datto/Kaseya, etc.
• Preferred: Professional certifications such as A+, Network+, Security+, or Microsoft certifications
• Preferred: A bachelor's degree in a related area of study

Core Competencies

Demonstrates proficiency in troubleshooting technical issues and providing effective resolutions while delivering exceptional customer service. Capable of managing user accounts in Active Directory and supporting Microsoft 365 applications, with a strong emphasis on client relationship building and communication.

Highest-signal resume keywords

• IT Support Experience
• Microsoft 365 Proficiency
• Active Directory Management
• Customer Service Excellence
• Technical Troubleshooting

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Technical Support
• User Management
• Windows OS Knowledge
• Basic Networking Concepts

Soft Skills

• Active Listening
• Empathy
• Collaboration
• Critical Thinking
• Communication

Certifications & Qualifications

• A+
• Network+
• Security+
• Microsoft Certifications

Industry Keywords

• Tier I Support
• Tier II Support
• Process Automation
• Nashville, TN
• Entra ID

Tools & Technologies

• Microsoft 365
• Active Directory
• Electronic Ticketing Systems
• Remote Administration Tools
• Managed Services Tools