Information Technology End User Support

About the role

Hybrid position based in Franklin, TN with travel throughout Tennessee. Monday–Friday, 8 a.m.–5 p.m.

Responsibilities

• 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.
• Field telephone calls and email communications, diagnose problems, and perform troubleshooting activities.
• 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+).

Skills

• 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 Autopilot, networking (TCP/IP, WINS, DNS, DHCP).
• ITIL Service Management through ServiceNow, single sign-on concepts, MDM solutions.
• Firm working knowledge of systems support concepts, practices, and procedures 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—able to use all office equipment and train end users.
• Exceptional written and verbal communication skills; ability to interact and communicate effectively with a diverse audience.
• Ability to document technical solutions for review by both technical teams and end users.

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 and milestones.
• Company store credit for first AccentCare-branded scrubs for patient-facing employees.

Pay

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