Desktop Support Technician II
Full Time
Franklin, TN 37067
Posted
Job description
Overview:
You understand that technology can be frustrating and confusing for many people, and you take pride in being able to make a difference in someone's day by providing a solution. With a passion to serve others, you'll be the hero that team members need, swooping in to save the day when technical issues arise! By ensuring that our systems run smoothly, you empower our team members to continue their work without interruption. Your expertise in managing and troubleshooting the various hardware and software systems used by our team members is crucial in ensuring that they can work efficiently and effectively toward our goal of bringing people closer to Christ!
You'll provide top-notch support on a variety of technical issues. Documenting, tracking, and monitoring problems to ensure timely resolutions, as well as identify, research, and resolve technical issues. But that's not all! You'll also maintain, upgrade, and replace computer hardware and software systems, working with platforms like Windows PCs, Apple Macs, tablets, and smartphones. Best part? There is ample opportunity to grow your career in this role, the sky is the limit!
This opportunity is on-site in Franklin, TN with working hours of 9am-6pmCT.
Here is some of what you will be doing:
You understand that technology can be frustrating and confusing for many people, and you take pride in being able to make a difference in someone's day by providing a solution. With a passion to serve others, you'll be the hero that team members need, swooping in to save the day when technical issues arise! By ensuring that our systems run smoothly, you empower our team members to continue their work without interruption. Your expertise in managing and troubleshooting the various hardware and software systems used by our team members is crucial in ensuring that they can work efficiently and effectively toward our goal of bringing people closer to Christ!
You'll provide top-notch support on a variety of technical issues. Documenting, tracking, and monitoring problems to ensure timely resolutions, as well as identify, research, and resolve technical issues. But that's not all! You'll also maintain, upgrade, and replace computer hardware and software systems, working with platforms like Windows PCs, Apple Macs, tablets, and smartphones. Best part? There is ample opportunity to grow your career in this role, the sky is the limit!
This opportunity is on-site in Franklin, TN with working hours of 9am-6pmCT.
Here is some of what you will be doing:
- Answer, evaluate, and prioritize incoming calls, voicemails, emails, and in-person requests for assistance from team members experiencing problems with hardware, software, networking, and other computer-related issues.
- Communicate with team members to collect information about their problem and lead team member through diagnostic procedures to determine source of error.
- Handle problem recognition, research, isolation, resolution, and follow-up for advanced problems.
- Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
- Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
- Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
- Follow up on completed Help Desk tickets to verify satisfactory resolution and customer service ratings.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Call software and hardware vendors to request service regarding defective products.
- Responsible for moving computers, phones, and peripheral equipment when employees’ cubicles/offices are reassigned.
Must Haves
These are the core skills you will leverage daily in this role:
These are the core skills you will leverage daily in this role:
- AA Degree in Information Systems, Business or Communications, or relevant experience.
- Microsoft, CompTIA, and Apple certifications desired (MCSE, Network+, ACSP).
- Professional hands-on experience doing Windows and MAC configuration, deployment, and administration.
- Experience troubleshooting and independently resolving moderately complex PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting, updating, troubleshooting notes, and conversing on the phone.
- Solid understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
- Ability to write business correspondence and knowledge-based articles. Ability to effectively communicate information and respond to questions from groups of managers and team members.
- Advanced knowledge of all MS Office applications including Outlook, Word, Excel, Access, and PowerPoint.
Nice to Haves
This stuff isn’t required but would set you apart from other candidates:
- Powershell scripting
- MS Exchange hybrid environment on prem/cloud
- Active Directory hybrid environment on prem/cloud
Why work for Educational Media Foundation, K-LOVE/Air1?
Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
What can we offer you?
We provide a competitive hourly range of 26-28.00/hr– and that’s not all!
- Industry leading Medical, Dental & Vision coverage
- Short/long term disability and life insurance
- Robust 401K with company match
- Parental leave with Baby Bonding pay
- Generous PTO, holiday and sick pay
- Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
- leadership and Career Development Programs including free access to LinkedIn Learning platform
As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.”
Therefore, p
ursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.
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