100% onsite in Franklin, TN. Core hours are 9am-5pm M-F but workers should be available between 7am-7pm for special projects.

Duties:
Delivers professional activities in the IT Support job family. Provides guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Interprets, evaluates and resolves if possible, telephone inquiries pertaining to the functional operation of all installed application hardware and software products supported by IT. Analyzes simple to moderately complex inquiries and determines appropriate technical area or vendor to resolve problems. Consults with the supervisor and IT professionals when the appropriate course of action is unclear. Alerts the client community and team members when a major problem is suspected. Follows up on specific inquires or requests to ensure client satisfaction. Reports problems with procedures and makes suggestions for improvements. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in IT Customer Support.

Skills:

• Proficient in IT support and customer service
• Knowledge of ticketing software
• 3-4 years relevant experience is preferred

• Associate's degree in relevant field preferred