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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** VELOCITY1 TECHNOLOGIES LLC - **Location:** Nashville, TN, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Computer Networks, System Configuration, Issue Tracking Systems, Open Service Interface Definitions, Remote Access Technology, Remote Service Software, Wireless Access Point, Network Routers, Break Fix, Firewalls (Computer Science) - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=78ab458b0ab03393 ## About the Role The Support Desk Technician provides frontline IT support to clients through a combination of remote and onsite services. This position serves as a Tier-1 support resource, responsible for resolving common technical issues, escalating complex problems appropriately, and delivering a high level of customer service. The role requires strong communication skills, technical aptitude, attention to detail, and a commitment to timely issue resolution and client satisfaction., Ability to lift and carry computer and networking related hardware., * High School diploma or equivalent; associates or bachelor's degree in IT or a related field is a plus. * At least one year of experience in a technical support of service desk role, preferably within an MSP environment. Preferred Education and Experience * One year or more of experience working in an MSP environment. * Experience with ConnectWise and Kaseya platforms. * CompTIA A+ or equivalent are preferred but not required. Work Authorization/Security Clearance (if applicable) Must be a US citizen. ## Description Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems. * Troubleshoot and resolve basic hardware, software, network, and account-related issues. * Escalate complex or unresolved issues to Tier-2 or Tier-3 support with clear, accurate documentation of troubleshooting steps taken. * Travel to client sites as needed to perform hands-on troubleshooting, hardware setup and configuration, and basic network-related tasks. * Ensure efficient resolution of onsite issues that cannot be addressed remotely. * Deliver professional, courteous, and effective customer service in all client interactions. * Proactively follow up on open service tickets to ensure timely resolution and client satisfaction. * Participate in a compensated, rotating on-call schedule to provide after-hours support and respond to urgent client issues. * Accurately document troubleshooting steps, resolutions, and client interactions in the ticketing system. * Contribute to the internal knowledge base by creating and updating technical documentation. * Collaborate with internal teams to identify recurring issues, improve processes, and support continuous service improvement. * Participate in training and development activities to stay current with tools, technologies, and best practices. * Demonstrate proficiency with Windows and macOS operating systems, Microsoft 365, and Active Directory. * Apply basic knowledge of networking concepts, including routers, switches, wireless access points, and firewalls. * Utilize ticketing systems and remote support tools effectively; experience with ConnectWise and Kaseya is preferred. Work Environment Hybrid work schedule upon completion of training and probationary period, typically three days in office and two remote, subject to manager approval. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [Modern Web Development with Nuxt3](https://www.wearedevelopers.com/videos/294-modern-web-development-with-nuxt3) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [TypeScript Features That Changed the Game](https://www.wearedevelopers.com/videos/100061-typescript-features-that-changed-the-game) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)