The Local IT Specialist provides onsite technical support for the Nashville office, partnering with the Information Technology team to deliver exceptional support for staff and local technology operations. Responsibilities include end-user support, endpoint deployment and maintenance, conference room technologies, telecommunications, office infrastructure, and other technology initiatives as needed. This role delivers a high level of customer service in a fast-paced environment, supporting laptops, desktops, mobile devices, and other workplace technologies for office-based staff both onsite and remotely.

Support local technology operations to improve reliability, security, and the overall end-user experience.

Provide guidance to users on IT-supported services, software, and standard technology solutions.

Assist in preparing and deploying laptops for staff, including configuration and imaging of laptops

Support a variety of operating systems and applications

Assist with hardware and software asset tracking and inventory management

Coordinate the repair and maintenance of office printers and computing equipment with outside vendors

Assist with on-site technical support at special events, including, but not limited to staff meetings and customer meetings, etc.

Communicate proactively with end users as well as with local, regional, and global support teams with regard to the status of their issue

Maintain configurations of all notebook and desktop computer systems according to established requirements

Assist with the documentation and updating technology related instructions/procedures/knowledge articles as required

Provide support for conference room technology, Zoom Rooms, and hybrid meetings to ensure a seamless collaboration experience.

Troubleshoot video conference and telecommunications systems

Maintain problem call history by recording calls in Service Now help desk tracking database; analyze call data to proactively identify improvement opportunities

Support local, regional, and global IT projects, including technology deployments, office initiatives, and hardware refreshes.

Assist with general office projects as necessary.

Local IT Specialists are:

Team players. They help team members achieve more when they"re around.  They are not afraid to pitch in whenever needed and proactively help their colleagues.

Professional. They are comfortable dealing with all levels of an organization and provide an extremely professional impression of themselves and the company. 

Organized.  They thrive in a highly organized environment where they can create and improve processes

Service focused.  Impressing both our internal and external clients is a priority.   Our office IT group thrives on first rate customer service.

Hands on.  They enjoy picking up tools to make and fix things.  Whether it's troubleshooting a laptop, deploying new hardware, or supporting conference room technology, they do what's needed to keep the office running smoothly.

Focuses on excellent customer service and needs of the entire Nashville user community

Strong communication skills

Displays self-starting attitude, resourcefulness and professionalism

Reliable and cooperative team player; displays consideration and respect for others

Displays tact, patience, and the ability to handle stressful situations

Demonstrates competence and character that inspires trust

Communicates effectively with the management groups and technical staff

Demonstrates strong ability to identify, analyze and solve problems

Able to respect all information as personal and confidential

Ability to work independently, exercising good judgment, as well as in a team environment

Meticulous attention to detail

Ability to meet deadlines

Ability to follow established procedures/standards

Requirements:

Bachelor"s degree preferred

2 years experience in a similar role

Strong knowledge of MAC OS and Windows 11

Experience troubleshooting Windows 11, MAC OS, Microsoft 365 applications, web browsers, and VPN/network connectivity.

Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area

Basic skills in the following areas: 

PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration

Excellent customer service skills

Proficiency with Microsoft 365, including Outlook, Teams, Word, Excel, and PowerPoint.

Strong organizational skills

Ability to multi-task and manage tasks with varying priorities

Good judgment and problem-solving skills

Proactive with a drive for customer satisfaction

Ability to lift and carry objects, such as equipment and furniture; basic tool use