IT Services Support Technician Department: IT ServicesReports To: IT Services Support Lead / IT Services Support ManagerLocation: Franklin, TN (Williamson County) THIS IS NOT A REMOTE POSITION. THIS POSITION IS LOCATED FULLY ON-SITE IN FRANKLIN, TN.Position OverviewOMNIA Partners is seeking an IT Services Support Technician to join our IT Services team. This is an entry-level, fully on-site position providing front-line technical support to employees across the organization. The Technician is the first point of contact for technology issues, responsible for accurate triage, basic resolution, and thorough documentation. The ideal candidate is detail-oriented, highly motivated, and eager to grow in a structured, team-oriented IT environment. Strong communication skills and a genuine commitment to exceptional user experience are essential. Key Responsibilities Serve as the first point of contact for technical assistance via phone, email, walk-in, and ticketing systemTriage, document, and attempt resolution of incidents and service requests; escalate with complete notes when issue exceeds Tier I scopePerform password resets, account unlocks, and basic Active Directory and Entra ID user updates under supervisionSupport end-user setup and basic troubleshooting of hardware including but not limited to: desktops, laptops, monitors, printers, and mobile devicesAssist with imaging and deployment of endpoints following established OMNIA Partners standardsSupport Microsoft 365 services including but not limited to: Outlook, Teams, OneDrive, and SharePoint basic permissionsAssist with setup of office equipment including but not limited to: desks, monitors, printers, display screens, and basic conferencing hardwareProvide basic network-level support: VPN connectivity, wireless access, and connectivity troubleshootingMonitor remote monitoring and management system alerts; acknowledge and document per established procedures; escalate where requiredDocument all incidents, requests, and resolution steps accurately and in a timely manner in the ticketing system and knowledge baseCommunicate clearly and professionally with users at all levels of the organizationAsk structured probing questions to gather accurate information from users who may describe issues impreciselyFollow all current standard operating procedures; obtain supervisor approval before making changes that could affect multiple users or systemsParticipate in rotational on-call coverage (approximately once every 4 to 6 weeks) and travel up to 10% for company events and trade showsPhysically able to lift up to 40 lbs and work in confined spaces, including under desks and in server closets Artificial Intelligence and Emerging TechnologyOMNIA Partners is committed to the responsible adoption of artificial intelligence tools. This role is expected to develop working familiarity with approved platforms, including but not limited to: Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, and Copilot for Microsoft 365. Technical EnvironmentPreferred familiarity with the following, including but not limited to: Core: Windows 10 and 11, MacOS, Active Directory, Entra ID, Microsoft 365, Endpoint Manager, Intune, Microsoft 365 Defender, Atera, IT GlueProductivity: Microsoft Office Suite, Microsoft Teams, Zoom, FortiClient VPN, Jabra XpressBusiness Applications (a plus): Salesforce, Tableau, Alteryx, Force, Monday.com, Adobe Pro, Adobe Creative Cloud, PowerShellArtificial Intelligence Tools: Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, Copilot for Microsoft 365 Qualifications Entry-level candidates with strong aptitude and a customer service orientation are encouraged to applyUp to 1 year of experience in IT support, help desk, or a customer-facing technical role preferredBasic familiarity with Windows 10 and 11 and Microsoft 365Understanding of basic networking concepts: TCP/IP, DNS, DHCPFamiliarity with ticketing systems a plusExcellent written and verbal communication skillsReliable, punctual, and able to manage competing priorities in a fast-paced environment EducationAssociate and/or Bachelor's Degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field preferred. Equivalent hands-on experience will be considered. No certifications are required for this role.