JOB TITLE: Senior Service Desk Engineer

FLSA STATUS: Exempt

DEPARTMENT: Corporate

REPORTS TO: Manager, Service Desk

SUPERVISORY RESPONSIBILITIES: No

JOB LOCATION: Nashville, TN

TRAVEL: 0%

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Ability to recognize, analyze and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to clearly communicate technical concepts to non-technical people.
• Monitor and respond quickly to support requests via our ticketing system, phone calls, voicemails, emails, or chat.
• Order, provision, setup, and configure desktops, laptops, tablets, and applications as needed.
• Work with vendors as required, while providing timely updates to stakeholders
• Organize and maintain relevant documentation (knowledge base, warranties, contracts, etc.) related to i3 Verticals' systems.
• Assist with other technical issues as needed.
• Maintain excellent communication with all end users and other members of the technology department.
• Occasionally perform duties during off-hours.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• 4-6 years of experience in a desktop support position.
• Excellent verbal and written communication.
• Experience setting up and configuring Windows and Mac operating systems.
• Experience configuring and troubleshooting commonly used tools such as:
  • Internet browsers (Chrome, Safari, Firefox, etc.)
  • Productivity software (Microsoft Office applications, email clients, etc.)
  • Hardware (printers, projectors, etc.)
• Excellent time management skills, and the ability to appropriately prioritize projects.
• Excellent customer service mentality and willingness to "own" problems to ensure satisfactory resolution.
• Assist in security monitoring to reduce exposure to malicious software or users.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• BS degree or equivalent experience in IT support.
• Proficiency with Microsoft Office.
• Familiarity with PowerShell Core.
• Experience provisioning and configuring computer systems and users within an Active Directory domain.