Service Desk Technician

RJ Young • Nashville, TN

10d • Hybrid

About The Position

The Support Desk Technician provides frontline IT support to clients through remote and onsite services. As a Tier-1 support resource, the technician resolves common technical issues, escalates complex problems appropriately, and delivers high-quality customer service. The role requires strong communication skills, technical aptitude, attention to detail, and a commitment to timely issue resolution and client satisfaction.

The position is full-time and includes a compensated, rotating on-call schedule for after-hours support. After completion of training and the probationary period, the schedule is typically hybrid: three days in the office and two remote, subject to manager approval. Travel within the Velocity1 footprint is required as needed and is less than 10%. The employee must be a U.S. citizen.

Requirements

• High school diploma or equivalent.
• At least one year of experience in a technical support or service desk role, preferably within an MSP environment.
• Must be a U.S. citizen.
• Ability to lift and carry computer and networking-related hardware.
• Proficiency with Windows and macOS operating systems, Microsoft 365, and Active Directory.
• Basic knowledge of networking concepts, including routers, switches, wireless access points, and firewalls.
• Ability to use ticketing systems and remote support tools effectively.

Nice To Haves

• Associate or bachelor's degree in IT or a related field.
• One year or more of experience working in an MSP environment.
• Experience with ConnectWise and Kaseya platforms.
• CompTIA A+ certification or equivalent.

Responsibilities

• Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, network, and account-related issues.
• Escalate complex or unresolved issues to Tier-2 or Tier-3 support, documenting troubleshooting steps clearly and accurately.
• Travel to client sites as needed for hands-on troubleshooting, hardware setup and configuration, and basic network-related tasks.
• Resolve onsite issues efficiently when they cannot be addressed remotely.
• Deliver professional, courteous, and effective customer service in all client interactions.
• Follow up proactively on open service tickets to ensure timely resolution and client satisfaction.
• Participate in a compensated, rotating on-call schedule to provide after-hours support and respond to urgent client issues.
• Document troubleshooting steps, resolutions, and client interactions accurately in the ticketing system.
• Create and update technical documentation in the internal knowledge base.
• Collaborate with internal teams to identify recurring issues, improve processes, and support continuous service improvement.
• Participate in training and development activities to stay current with tools, technologies, and best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED