End User Support

Reimagine your career in corporate healthcare. 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.

About the role

This hybrid position provides end-user support for IT field services in Franklin, TN and surrounding areas. Travel within Tennessee is required.

Responsibilities

• Provide support to end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
• Deliver 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.

Requirements

• 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 (e.g., MCSA, MCSE, A+, Network+).
• Solid understanding of:
  • Microsoft Office Applications, Office 365, OneDrive
  • Microsoft Teams
  • Windows 10 OS (Windows 11 OS a plus)
  • Android OS, iOS
  • Active Directory, Entra ID
  • Intune Auto-pilot
  • Networking (TCP/IP, WINS, DNS, DHCP)
  • ITIL Service Management through ServiceNow
  • 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.
• Advanced equipment operation skills — ability 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.

Pay

$25-$28.50 per hour, depending on experience.

Schedule

Monday-Friday, 8 a.m.-5 p.m.

Benefits

• Medical, dental, and vision coverage.
• Paid time off and paid holidays.
• Professional development opportunities.
• Company-matching 401(k).
• Flexible spending and health savings accounts.
• Wellness 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).

AccentCare offers equal employment opportunities regardless of race, ethnicity, sex, sexual orientation, gender identity, religion, national origin, age, or disability.