Ariento · 8 hours ago
IT Support Technician
Franklin, TN
Full-time
Onsite
Entry Level
$50K/yr - $70K/yr
1+ years expAriento, Inc. is seeking multiple Support Technicians to join their newly established Nashville team. Technicians will provide enterprise-level assistance to customers, diagnose and troubleshoot technical issues, and offer solutions while ensuring excellent customer service.
ComputerCyber SecurityNetwork Security
Responsibilities
Provide technical support via phone, emails, chat and text using Zendesk ticket platform
Serve as the first point of contact for customers seeking assistance
Responsible providing accurate and professional resolution on all supported issues promptly, within SLAs
Systematically troubleshoot technical issues to narrow down cause and provide solutions
Explain technical issues/concepts to non-technical customers
Escalate problems as needed or when required
Serve as subject matter expert for Ariento’s products and services and advise customers when they have questions or recommendations is warranted
Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Ask customer targeted questions to quickly understand the root of the problem
Prioritize and manage several open issues at one time
Follow up with clients to their issues are fully resolved after troubleshooting
Provide excellent customer service as measured by NPS and CSAT
Provide input for the product team on the development of new product features
Document knowledge base articles to ensure repeatable best practice support efforts
Work with end users and vendors to resolve issues
Contribute knowledge of trending and/or major issues
Participate in cross training sessions, both leading and learning
Accurately and efficiently document support issues and resolutions in the ticketing system
Contribute to conversations with the leadership team around process development/improvement for support strategies
Other duties as assigned
Qualification
Required
Associate or bachelor's degree in information technology or a related field is preferred; candidates with equivalent education, training, or experience are also encouraged to apply
1 year of Help Desk experience (Preferred)
Ability to commute to the Franklin, TN office
Ability to systematically diagnose and troubleshoot technical problems
Excellent oral and written communication skills
Strong attention to detail
Strong customer service skills and experience in customer service type job
Preferred
Experience with Microsoft 365 administration
Benefits
401(k)
Paid time off
Health insurance
Optional Dental and Vision insurance
Company
Ariento
Ariento provides cybersecurity, information technology (IT), and compliance services.
51-200 employees
H1B Sponsorship
Ariento has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
Funding
Current Stage
Growth StageLeadership Team
Aaron Hanke
Business Partner
Dan Baldini
Partner
Recent News
Company data provided by crunchbase