Service Desk Technician

RJ Young•Nashville, TN

1d•Hybrid

About The Position

The Support Desk Technician provides frontline Tier-1 IT support to clients through remote and onsite services. The role resolves common technical issues, escalates complex problems appropriately, and provides professional customer service focused on timely resolution and client satisfaction. The position involves supporting client-reported issues, documenting work in a ticketing system, following up on open tickets, and contributing to internal technical documentation and service improvements. The role is full-time and includes a compensated, rotating on-call schedule for after-hours support and urgent client issues. After completion of training and the probationary period, the schedule is typically hybrid—three days in the office and two remotely—subject to manager approval. Travel within the Velocity1 footprint is required as needed and is less than 10%.

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 US 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 travel within the Velocity1 footprint as needed; travel is less than 10%.

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 by 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 accurately.
Travel to client sites as needed to perform hands-on troubleshooting, hardware setup and configuration, and basic network-related tasks.
Resolve onsite issues that cannot be addressed remotely.
Deliver professional, courteous, and effective customer service in client interactions.
Follow up proactively on open service tickets to support timely resolution and client satisfaction.
Participate in a compensated, rotating on-call schedule and respond to urgent after-hours client issues.
Document troubleshooting steps, resolutions, and client interactions 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 to stay current with tools, technologies, and best practices.
Use Windows and macOS operating systems, Microsoft 365, Active Directory, networking concepts, ticketing systems, and remote support tools in providing support.