IT Desktop Support

TL;DR

IT Desktop Support: Providing Level 1 and Level 2 technical support for internal users, resolving hardware, software, and network issues with an accent on deskside support for PCs, laptops, printers, and peripherals. Focus on troubleshooting applications, ensuring SLA compliance including 15-minute response to VP-level tickets, and documenting resolutions in ticketing systems.

Location: On-site in Franklin, Tennessee (Nashville Area). Up to 10% travel to hirify.global facilities. Not available for California residents.

Company

Industrial Electric Manufacturing (hirify.global) delivers innovative electrical distribution systems for complex power needs after 75 years in business.

What you will do

• Provide timely Level 1 and Level 2 technical support via service desk tickets, meeting SLAs including rapid acknowledgment of high-priority issues.
• Troubleshoot and resolve PC hardware, software, and peripheral problems including laptops, printers, and scanners.
• Support internal business applications through installation, configuration, and issue resolution.
• Handle basic networking tasks like IP configuration and connectivity troubleshooting in LAN/WAN environments.
• Document issues, resolutions, and updates in ticketing systems for transparency and improvement.
• Deliver exceptional customer service with a user-first approach under pressure.

Requirements

• 3+ years in desktop or IT support with Level 1/2 troubleshooting.
• Proficiency in Windows PCs, hardware diagnostics, and software troubleshooting.
• Experience supporting applications for business users.
• Basic networking knowledge (IP, connectivity, LAN/WAN).
• Deskside support for laptops, printers, scanners, and peripherals.
• Familiarity with ticketing systems like ServiceNow or Jira.
• Excellent communication and customer service skills.

Nice to have

• Familiarity with Jira or ServiceNow.

Culture & Benefits

• Join a team of engineers and problem-solvers tackling complex challenges in dynamic markets.
• Comprehensive competitive benefits package supporting well-being, growth, and long-term success.
• Opportunity to contribute, grow, and impact industries powering the world.