IT Services Support Technician

OMNIA Partners•Franklin, TN

4d•Onsite

About The Position

OMNIA Partners is seeking an IT Services Support Technician to join their IT Services team. This is an entry-level, fully on-site position providing front-line technical support to employees across the organization. The Technician is the first point of contact for technology issues, responsible for accurate triage, basic resolution, and thorough documentation. The ideal candidate is detail-oriented, highly motivated, and eager to grow in a structured, team-oriented IT environment. Strong communication skills and a genuine commitment to exceptional user experience are essential.

Requirements

Entry-level candidates with strong aptitude and a customer service orientation are encouraged to apply
Up to 1 year of experience in IT support, help desk, or a customer-facing technical role preferred
Basic familiarity with Windows 10 and 11 and Microsoft 365
Understanding of basic networking concepts: TCP/IP, DNS, DHCP
Excellent written and verbal communication skills
Reliable, punctual, and able to manage competing priorities in a fast-paced environment

Nice To Haves

Familiarity with ticketing systems a plus

Responsibilities

Serve as the first point of contact for technical assistance via phone, email, walk-in, and ticketing system
Triage, document, and attempt resolution of incidents and service requests; escalate with complete notes when issue exceeds Tier I scope
Perform password resets, account unlocks, and basic Active Directory and Entra ID user updates under supervision
Support end-user setup and basic troubleshooting of hardware including but not limited to: desktops, laptops, monitors, printers, and mobile devices
Assist with imaging and deployment of endpoints following established OMNIA Partners standards
Support Microsoft 365 services including but not limited to: Outlook, Teams, OneDrive, and SharePoint basic permissions
Assist with setup of office equipment including but not limited to: desks, monitors, printers, display screens, and basic conferencing hardware
Provide basic network-level support: VPN connectivity, wireless access, and connectivity troubleshooting
Monitor remote monitoring and management system alerts; acknowledge and document per established procedures; escalate where required
Document all incidents, requests, and resolution steps accurately and in a timely manner in the ticketing system and knowledge base
Communicate clearly and professionally with users at all levels of the organization
Ask structured probing questions to gather accurate information from users who may describe issues imprecisely
Follow all current standard operating procedures; obtain supervisor approval before making changes that could affect multiple users or systems
Participate in rotational on-call coverage (approximately once every 4 to 6 weeks) and travel up to 10% for company events and trade shows
Physically able to lift up to 40 lbs and work in confined spaces, including under desks and in server closets
Develop working familiarity with approved artificial intelligence platforms, including but not limited to: Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, and Copilot for Microsoft 365.