IT Desktop Support

We are looking for a proactive and customer-oriented IT Desktop Support to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity. The position also involves deskside support for laptops, printers, scanners, and other peripheral devices.

As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You’ll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction. Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

• No direct reports expected for this role.

• 3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
• Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
• Experience with application support for internal business users, including installation, configuration, and issue resolution.
• Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
• Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
• Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
• Excellent communication and customer service skills, with a user-first mindset
• and a calm, professional demeanor under pressure.

• Familiarity with Jira or ServiceNow ticketing system

• Must be able to lift up-to 50 lbs. repetitively.
• Must be able to climb ladder (accessing switches, servers, etc…).
• Must have dexterity and ability to physically set-up hardware.
• Must be able to box/unbox computers, computer equipment and peripherals.
• Must be able to break down boxing materials for disposal.
• Must be able to move and install hardware.
• Must be able to organize and maintain a clean/clutter-free work environment.

• The position is an on-site role at our new Franklin, Tennessee (Nashville Area - NSH) location, but this role may have up to 10% travel required to IEM facilities and for training or conferences. This position is not available for California residents. 

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