Technical Services Administrator

About the role

This hands-on role provides technical and customer service support to users in Nashville and other regional locations, resolving hardware and software application issues, executing routine system support tasks, troubleshooting complex issues, correcting problems, and documenting solutions.

Responsibilities

• Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determining next steps for correcting current and/or eliminating future issues
• Image and deploy computer equipment and updates using approved tools; configure laptops, desktops, tablets, printers, scanners, and other peripherals, including participation in annual device replacements
• Maintain accurate device inventory by tracking and updating asset status throughout the lifecycle, from staging and deployment through retirement
• Monitor and update ticket queue, handling Tier 1 escalations and providing timely, accurate resolutions while documenting support requests and outcomes; contribute to the knowledge base by recording solutions for use by Tier 1 and end users
• Support end users with mobile device setup; provide troubleshooting and education to increase user self-service
• Serve as a primary IT contact at the Nashville location providing on-site support for IT teams, including Infrastructure, AV, Mobility, Patching, and Cybersecurity
• Ensure timely communication of service interruptions and critical issues
• Collaborate with Facilities and Security teams to accommodate workspace needs, onboarding and offboarding tasks
• Provide technical support at other regional locations as needed and as assigned
• Attend and participate in regular Team status meetings
• Own and deliver special projects, as assigned

Essential Characteristics

• Ability to adapt in a fast-moving and changing culture
• Ability to work independently and manage time effectively to meet individual goals and deadlines
• Ability to work as part of a team and display a positive attitude in a dynamic environment
• Ability to remain patient, calm and effective in high-pressure situations
• Ability to take initiative and do what needs to be done without being asked to do so
• Desire to enhance personal knowledge and skillset with a continuous improvement mindset
• Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people

Required Education

• High School Diploma or GED required
• Bachelor's degree in Information Technology or a related field, or equivalent combination of education and relevant work experience
• 3–5 years of desktop support-related experience required, including Tier 1 support, with working knowledge of desktop operating systems, Microsoft 365 applications, core business software, endpoint management, and mobile device support
• CompTIA A+ preferred
• CompTIA Security+ preferred
• CompTIA Network+ preferred
• Valid Driver’s License required

Required Knowledge, Skills and Abilities

• Strong understanding of PC hardware, software, and configuration
• Experience with MDM platforms, with a solid working knowledge of mobile device management
• Experience with endpoint support and identity management
• Strong understanding of networking fundamentals, including the roles and functions of routers, switches, and firewalls within a network environment
• Ability to work with users at all skill and knowledge levels
• Ability to exercise good judgment and organized methods in all facets of assigned duties
• Ability to apply critical thinking skills to technical issues and problems
• Ability to work independently and in a team environment

Physical demands, environment and schedule

• Office and service locations environment
• Normal 40-hour work week; required participation in on-call rotation, including after normal work hours and on weekends; occasional overtime may be required
• Department coverage is 7 am to 5 pm with flexibility in schedules to allow for full coverage
• Requires normal physical stamina – routinely requires lifting computer hardware weighing up to 25 lbs
• Up to 30% travel to Alabama locations as teams are dispersed across locations