Senior Technical Support Specialist - In-Office M-F - Franklin TN

Summary

Our associates deliver a higher standard of business services to support medical care and behavioral health care. We maintain professionalism, integrity, and commitment as we solve problems and make lives easier.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide end-to-end technical support to both remote and in-office users, working independently with minimal supervision.
• Independently troubleshoot, diagnose, and resolve hardware, software, network, and application issues across the organization, escalating only when genuinely necessary.
• Manage, prioritize, and document support tickets in accordance with established service level agreements (SLAs), ensuring timely response, resolution, and clear communication throughout the ticket lifecycle.
• Administer and support a cloud-first Microsoft environment, including Azure and Microsoft 365. (Exchange, Teams, SharePoint, and OneDrive)
• Provide advanced support for SharePoint and OneDrive, including permissions, document libraries, sync issues, and end-user training, as these are central to how the organization operates.
• Deliver responsive, white-glove support to executives and leadership, communicating clearly and professionally while resolving issues with discretion and urgency.
• Support and maintain SaaS-based VoIP phone systems, including user provisioning, configuration, and basic troubleshooting.
• Manage user lifecycle tasks such as account provisioning, onboarding, offboarding, MFA, and access controls within Azure AD/Entra and Microsoft 365.
• Troubleshoot connectivity and network issues for remote and in-office users, demonstrating a well-rounded understanding of networking fundamentals (DNS, DHCP, VPN, VLAN, Wi-Fi, etc.).
• Prepare, configure, and deploy hardware assets for new and existing users, including imaging, setup, and shipping equipment to remote staff.
• Maintain accurate IT asset inventory and tracking, including procurement records, assignments, returns, and lifecycle/end-of-life management.
• Coordinate shipping, receiving, and logistics for equipment sent to and returned from remote users, ensuring timely deployment and recovery of assets.
• Proactively identify recurring problems and propose long-term solutions, process improvements, and automation opportunities rather than relying on repeated manual fixes.
• Create and maintain clear, accurate technical documentation, including knowledge base articles, troubleshooting guides, standard operating procedures, and end-user quick reference materials.
• Take ownership of assigned tickets and projects from start to finish, demonstrating reliability, strong follow-through, and consistent communication on status and resolution.
• Continuously develop technical skills and stay current with the Microsoft cloud ecosystem and supporting technologies.
• Maintain an accurate and up-to-date strategic planning manual with continuity of BUS plan and goals.
• Perform all other duties as assigned.
  
  

Benefits

• Referral program
• 401(k) w/employer match
• Health insurance
• Vision insurance
• Dental insurance
• Professional Development
• Paid Time Off
• Disability Insurance
  
  

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• Associate’s degree in systems engineering, Software Engineering, Computer Science, or related field required.
• 5 years of experience in the IT Industry required.
• 2 years of experience in software testing and System debugging required.
• Excellent communication, analytical, and problem-solving skills are required.
• Attention to detail and quality-oriented mindset required.