Desktop Support Specialist

IT Desktop Support Specialist (Level 1 & 2) | Onsite – Franklin, TN

We’re partnering with a well-established, rapidly growing organization that delivers solutions supporting complex, mission-critical operations across multiple industries. With a strong track record of innovation and long-term stability, this company offers an exciting opportunity to join a high-performing IT team and make a real impact.

The Opportunity

We are seeking a proactive and customer-focused IT Desktop Support Specialist to provide Level 1 and Level 2 technical support within a fast-paced, enterprise environment. This role is ideal for someone who enjoys hands-on troubleshooting, user interaction, and delivering exceptional service.

You will play a key role in ensuring employees have the tools and support needed to stay productive, while contributing to continuous improvement across IT operations.

What You’ll Be Doing

• Provide Level 1 & Level 2 technical support for internal users across hardware, software, and network issues
• Troubleshoot and resolve issues related to: Windows-based desktops and laptops, Business applications and systems, and Network connectivity and access
• Deliver deskside support for devices including laptops, printers, scanners, and peripheral equipment
• Manage and respond to service desk tickets in alignment with SLA expectations, including high-priority support cases
• Deliver a high level of customer service, ensuring timely resolution and clear communication with end users
• Document issues, resolutions, and updates within ticketing systems to maintain transparency and knowledge sharing
• Collaborate with IT and cross-functional teams to resolve issues efficiently and improve support processes

What We’re Looking For

• 3+ years of experience in IT desktop or technical support
• Hands-on experience with: Windows environments (hardware + software troubleshooting), Application Support, and end-user support
• Basic understanding of: Networking concepts (IP configuration, LAN/WAN, connectivity troubleshooting)
• Experience supporting and maintaining: Laptops, desktops, printers, scanners, and other peripherals
• Familiarity with ticketing tools such as ServiceNow, Jira, or similar
• Ability to work in a fast-paced, SLA-driven environment
• Strong communication and customer service skills
• A calm, solution-oriented mindset when handling user issues