Desktop Support Technician I

Ncontracts • Nashville, TN

2d • Hybrid

About The Position

Ncontracts is seeking a skilled and detailed oriented Desktop Support Level 1 technician to join our Corporate IT team. As a Desktop Support Level 1 technician, you will provide front-line technical support to end users, resolving hardware and software issues on desktop computers, laptops, and other devices. Key responsibilities include diagnosing and troubleshooting problems, assisting with password resets, software installations, and basic network connectivity issues. The technician should have a strong understanding of operating systems like Windows and MacOS, as well as common office applications. Additional duties involve setting up and configuring new computers, maintaining accurate records of support activities, and escalating complex issues to higher-level support or relevant departments. Excellent communication skills are essential, as the technician often guides users through step-by-step solutions and ensures a positive support experience. This role requires patience, attention to detail, and a commitment to delivering effective, timely solutions to maintain productivity and minimize downtime. This role has a travel requirement of maintaining the Nashville HQ office and meeting with the team 2-4 times per year. Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities:

Requirements

• 1+ year in Desktop Support role or related field preferably in 300-500 employee organization
• Solid understanding of hardware, operating systems (Windows, MacOS), common software apps, troubleshooting ~ diagnosing ~ and resolving issues efficiently.
• Ability to analyze issues logically and apply systematic troubleshooting techniques, contributing to quick resolutions and minimal downtime.
• Clear, effective communication, both written and verbal, enabling the tech to explain complex issues in simple terms and document resolutions accurately.
• Meticulousness in managing technical tasks, including record-keeping, configuration changes, and ensuring issue resolutions are thoroughly implemented.
• Capacity to work in a fast-paced, evolving environment, learning new technologies and procedures quickly to stay current with the organization’s needs.
• Willingness to work closely with colleagues, escalate issues appropriately, and contribute positively to team goals and organizational IT objectives.
• Exceptional verbal, written and interpersonal communication skills foster a positive experience for end users, especially during potentially frustrating tech issues.
• Reliable, proactive, and accountable, showing commitment to resolving issues promptly and going above and beyond to support the organization’s technical needs.

Nice To Haves

• CompTIA A+
• Bachelor’s degree in computer science, information technology or equivalent field.

Responsibilities

• Act as the first point of contact for all technical issues, aiming to resolve most tickets at the initial point of contact.
• Use available tools to troubleshoot issues related to Windows, macOS, Microsoft 365, network connectivity, and common hardware problems.
• Route unresolved tickets to the appropriate internal IT departments, maintaining clear and timely communication with users.
• Clarify and refine customer requests to ensure an accurate understanding of their needs, translating them into effective solutions.
• Provide seamless support for cloud environments, focusing on Azure Active Directory, Microsoft 365 apps (Exchange, Teams, SharePoint), and basic AWS service access.
• Perform Windows installations as a core requirement, using Intune and Autopilot for device provisioning, deployment, and management.
• Ensure endpoint security using Defender for Microsoft 365 Plan 1, following company protocols for device protection and compliance.
• Provide guidance on secure device setup, initial login, and ongoing usage, especially during device deployment or device refresh.
• Manage the end-to-end computer refresh process, including shipping new laptops, scheduling refresh meetings, and providing login instructions to users.
• Coordinating returns, which may involve creative strategies to recover devices from users.
• Unpacking, wiping, and processing returned laptops to determine whether to keep or recycle them.
• Communicate effectively with users throughout the computer refresh process, ensuring clear instructions and timely follow-up.
• Manage Microsoft 365 services, including user and license management, security settings, and compliance configurations.
• Administer Azure resources, such as configuring virtual networks, managing virtual machines, and maintaining security protocols.
• Troubleshoot and resolve issues within Microsoft 365 (e.g., Teams, SharePoint) and Azure AD, ensuring optimal performance and security.
• Track and manage IT hardware inventory with precision, using asset management systems (e.g., Microsoft Endpoint Manager).
• Perform regular audits to ensure accurate asset tracking, reflecting changes from new deployments, returns, and decommissioning.
• Providing real-time reporting on inventory levels, usage trends, and lifecycle management—inventory metrics are critical for success in this role.
• Use PowerShell scripting to automate routine tasks like user account creation, password resets, system checks, and reporting.
• Support small admin projects that enhance system efficiency, such as group policy setups, DNS adjustments, and basic network diagnostics.
• Maintain detailed, user-friendly documentation for all resolved issues, troubleshooting steps, and hardware management processes.
• Contribute to building the internal knowledge base by creating guides for common issues and supporting continuous improvement initiatives.
• Provide regular analytics reports on ticket trends, common user issues, and hardware management to support proactive decision-making.
• Deliver clear, empathetic, and effective support in every interaction, embodying a customer-centric approach that emphasizes finding solutions.
• Always leverage available resources and tools to provide solutions, as 'I don’t know' is not an acceptable response—be proactive, adaptable, and always eager to learn.
• Reflect the company culture of multitasking, innovation, and technical excellence.
• Be a self-starter who embraces new challenges, learns quickly, and supports both end users and internal IT operations with efficiency and a growth mindset.
• Your responses should be professional, solution-driven, and aligned with the company's values of effectiveness, resourcefulness, and continuous improvement.
• Always ensure that information is accurate, sourced, and based on verified knowledge.

Benefits

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level