Regional IT Support Lead

US Multimodal Group•Franklin, TN

5d•Onsite

About The Position

As the Regional IT Support Lead, you will keep U.S. Multimodal Group's offices running. You will be the main technical resource for users in your region, both onsite and remote, and you will support nearly every system IT is responsible for. The work is varied. You will install and configure computers, network switches, printers, A/V equipment, software, and cabling, and you will troubleshoot whatever comes up. If you have the drive to own a problem from start to finish and see it through to excellence, this role is for you. You will join an IT team that is actively modernizing its systems, and your work will help shape how we support our users going forward. This job is on-site full-time in Franklin, TN. There is no relocation assistance for this opportunity. Must be legally authorized to work in the United States. Employment eligibility will be verified through E-Verify, and a background check is required.

Requirements

Minimum of 3 years’ technical experience in a similar role supporting and managing Information Technology infrastructure and operating systems.
Advanced knowledge of and experience with Windows 11, Microsoft 365 Applications, TCP/IP Networking, security and anti-virus products, ITSM platforms, and troubleshooting hardware and software issues.
Strong analytical, problem solving, and multitasking skills with a customer focused attitude.
Ability to perform remote troubleshooting and provide clear instructions.
Excellent interpersonal communication skills with proven ability to communicate effectively in both written and oral form to non-technical users.
Bachelor’s degree in computer science, related field, or equivalent industry experience.

Nice To Haves

Preferred working knowledge of MDM platforms and Microsoft Teams Rooms hardware
Knowledge of Transportation Management Systems a plus.
Certifications (Preferred): ITIL Foundation, CompTIA A+, or Microsoft role-based certifications.

Responsibilities

Log, update, and resolve all requests in the ticketing system within established SLAs.
Address user requests regarding help with hardware, software, and networking issues.
Travel to remote offices when the need arises for in-person support or project work.
Install, repair, and maintain desktop and laptop computers, peripherals, and related systems.
Provide end user support via remote assistance, in person, and telephone.
Support and enforce company information policies and procedures.
Assist in maintaining hardware and software inventory for asset management.
Participate in the on-call rotation to provide support after normal business hours and respond to emergency work requests in critical situations.
Escalate issues to senior IT staff when they fall outside your scope, affect multiple users, or present a security risk.
Follow the change management process for any change to network, server, or shared systems, and submit change requests before the work begins.
Assist in creating and maintaining knowledge base articles for common issues.
Perform other duties as assigned by leadership.