Tier 1 Technical Support Specialist

Western Express•Nashville, TN

2d•Onsite

About The Position

Western Express is hiring a full-time Tier 1 Technical Support Specialist in Nashville, Tennessee. The role provides first-line technical support for internal and external users and offers hands-on experience with phones, networks, devices, and business systems. The position is described as an opportunity to build an IT foundation, with potential to pursue advancement within the IT department as the employee masters company systems and processes. The role requires in-person, in-office attendance, which the posting identifies as an essential function because of collaboration, idea generation, execution, and the potential need for expedited remediation, responses, or information gathering. Western Express describes its campus as a state-of-the-art facility rebuilt in 2020, with three on-site gyms, guided fitness classes, and a cafeteria. The company also highlights a family-oriented culture, internal promotion opportunities, ongoing training, and support for learning and certifications.

Requirements

High school diploma or GED.
0 to 2 years of experience in IT, help desk, or technical support; school, certifications, home labs, and personal projects count.
Comfort working in Windows operating systems.
Basic knowledge of Microsoft Office and Outlook (Microsoft 365).
A calm, professional approach when helping people, especially under pressure.
A strong desire to learn and grow technical skills.
In-person, in-office attendance is an essential function of the position.

Nice To Haves

Experience setting up and configuring laptops and desktops.
Familiarity with ScreenConnect, Spiceworks, RingCentral, Microsoft 365, or Active Directory.
CompTIA A+, Network+, or similar certifications, or currently working toward one.

Responsibilities

Provide first-level technical support to internal and external users by phone and remote session.
Support the internal phone system day to day.
Set up user accounts and access across multiple internal systems.
Troubleshoot connectivity issues on the MPLS Wide Area Network (WAN).
Set up and support iSeries printers.
Provision and troubleshoot mobile phones for the team.
Set up, configure, and troubleshoot laptops and desktops.
Remotely control user computers when needed to resolve issues.
Document issues and escalate cases to the appropriate team when needed.