Location: Memphis, TN
Employment Type: Full-Time; On-Site, Not Remote
Reports To: Director of Operations
Travel: Occasional (client sites)
THE ROLE
As a Technical Support Specialist at iConvergence, you’re the first person customers reach when something breaks — and the reason they hang up relieved. You’ll handle calls, troubleshoot Windows PCs and everyday business apps, sort out network hiccups, and head on-site when a problem needs hands-on attention. If you’ve got a solid IT foundation, a real knack for troubleshooting, and genuinely like helping people, we’ll teach you the rest.
A note on what we value: customer skill isn’t a nice-to-have layered on top of technical skill here — it’s the companion to it, weighted just as heavily. Closing the ticket is half the job; leaving the client glad they called us is the other half. The people who thrive on this team are the ones clients ask for by name.
WHAT YOU’LL DO
- Be the first responder. Answer inbound calls and resolve IT issues across PCs, Windows (10/11), and common apps like Microsoft Office and email — promptly and professionally.
- Build the relationship. Guide customers through fixes with patience and clarity, keep them informed, and leave every caller feeling genuinely helped. This matters as much as the fix itself.
- Troubleshoot. Diagnose and resolve everyday hardware and software problems — system crashes, application errors, and performance issues.
- Sort out connectivity. Fix basic wired (Ethernet) and wireless (Wi-Fi) network issues so customers can get back to critical systems fast.
- Go on-site when needed. Travel to customer locations for hands-on support — hardware repairs, setups, and issues that can’t be solved remotely.
- Log it all. Record every interaction, troubleshooting step, and resolution in the ticketing system so records stay clean and accurate.
- Know when to escalate. Hand complex issues to senior staff or specialized teams while keeping customers informed on progress.
YOU’LL THRIVE HERE IF
- You have a strong IT foundation: PC hardware, Windows operating systems (10/11), and common Windows applications.
- You’re comfortable troubleshooting basic network connectivity — IP conflicts, Wi-Fi signal issues, and cable faults.
- You explain technical concepts clearly and kindly, and you treat customer skill as core to the job, not a soft extra.
- You’re a proactive problem-solver with strong attention to detail.
- You have a valid driver’s license and reliable transportation, and you’re willing to travel to client sites as needed.
- You work well independently and collaborate to deliver top-notch service.
BONUS POINTS FOR
- Previous help-desk or technical-support experience (we’ll train the right candidate with a solid foundation).
- Familiarity with remote-desktop software and diagnostic utilities.
- Any IT certifications, such as CompTIA A+.
WHERE THIS GOES
This is a role you can grow from fast. As you build depth, iConvergence backs your path forward — into advanced support, networking, or specialist tracks — with funded certifications, career-development training, and a track record of promoting from within.
WHY YOU’LL LOVE IT HERE
We’ve been solving hard problems since 2003, and we’ve learned that great work happens when people feel supported. Here’s what that looks like:
– Health, covered — Medical coverage with a company contribution toward your monthly premium, plus dependent coverage options.
– Invest in future-you — 401(k) with a company match, because retirement shouldn’t be an afterthought.
– Real time off — A generous paid-vacation bank that grows with your tenure, paid sick leave, and 10 paid holidays a year.
– We pay you to get smarter — Tuition reimbursement, funded certifications and career-development training (some courses covered 100%), and paid professional memberships. Your growth is on us.
– A culture that fits — A relaxed, business-casual environment where good work speaks for itself.
EQUAL OPPORTUNITY
iConvergence is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
Please apply at: [email protected]
