Summary

National Seating & Mobility (NSM) is a leading provider of comprehensive mobility solutions and complex rehabilitation technology, specializing in custom seating and mobility systems for individuals with severe physical challenges. Founded in 1992 and headquartered in Franklin, Tennessee, the company offers 360-degree Complete Mobility Solutions that include customizing wheelchairs, installing chair lifts, and repairing mobility equipment. NSM serves a diverse clientele including children with birth defects such as Cerebral Palsy, Muscular Dystrophy, and Spina Bifida, as well as teens, adults, and seniors challenged with severe trauma, disease, and skeletal disorders. The company operates with a nationwide network of experienced professionals including master Assistive Technology Professionals (ATPs), compliance specialists, and clinical experts who navigate complex insurance regulations and state/federal laws to ensure proper equipment funding and delivery. NSM's mission focuses on empowering clients with independence and self-reliance through personalized mobility solutions, while maintaining strong relationships with healthcare providers and referral sources across the United States.

Job description

Advanced Systems Support

Own, troubleshoot, and resolve incidents and service requests escalated by the Tier 1 support team.
Support endpoint, identity, access, collaboration, network, and business application issues across technologies such as Microsoft Intune, Microsoft 365, Active Directory, Microsoft Entra ID, Cisco Meraki, Cisco Firepower, RingCentral, Zscaler, proprietary applications, SaaS solutions, and portals.
Provide professional and responsive technical support for corporate users and executive leadership.
Assess business impact and prioritize support needs appropriately.
Collaborate with infrastructure, security, application, and other technical teams on complex or critical issue resolution to minimize business disruption.
Perform authorized account, access, and endpoint provisioning activities for new hires, existing employees, role changes, employee separations, and acquisition-related onboarding.
Validate completion of provisioning activities and troubleshoot account, access, and endpoint provisioning issues.

Documentation, Communication, and Process Improvement

Create and maintain knowledge base articles, end-user guidance, and frequently asked questions.
Record and document the troubleshooting process, decisions made, actions taken, and final resolution in the organization's standard tracking system.
Communicate with employees throughout the support process, including initial acknowledgment, status updates, resolution, and follow-up.
Identify recurring issues, discrepancies, and support trends that may affect business operations.
Work with the IT Support Supervisor and Director, Technical Services to recommend and implement support process improvements.
Share technical knowledge and provide guidance to Tier 1 support team members when appropriate.

Operational Support

Provide backup service desk intake and coverage by phone, walk-up, and email when operational needs require.
Gather relevant issue details through effective questioning and active listening.
Prioritize and schedule support issues, coordinating with the appropriate technical resource when additional expertise is needed.
Perform hands-on endpoint support, including approved hardware and software installation, upgrades, system configuration, application configuration, and data backup or recovery activities.
Test and validate fixes to confirm that issues have been fully resolved.
Perform initial network troubleshooting and assist with approved network device deployment under established standards.
Validate policy requirements or escalate unique situations to IT management before communicating decisions to employees.
Travel as needed to support acquisitions, including equipment setup, network device setup, user training, and on-site technical support in coordination with field leaders.
Support infrastructure, security, and operational technology projects as assigned by IT leadership.

On-Call and Availability

Participate in an on-call rotation to respond to critical technology incidents and help maintain the availability of key business systems.

Requirements

Associate degree, technical school completion, or equivalent work experience in information technology, computer science, or a related field.
Three to five years of progressive IT support experience, including experience resolving escalated technical issues; equivalent demonstrated technical experience will be considered.
Relevant Microsoft, endpoint management, identity, networking, or technical support certification preferred but not required.
Knowledge of computer hardware, endpoint devices, standard office technology, and currently supported Microsoft Windows desktop operating systems.
Experience administering Active Directory and Microsoft Entra ID users and groups.
Experience provisioning and configuring laptops using Microsoft tools.
Application support experience with browser-based and client-server applications.
Proficiency using endpoint, identity, network, and application diagnostic tools to isolate and resolve technical issues.
Ability to assess business impact and prioritize support needs accordingly.
Experience performing initial network troubleshooting and assisting with approved network device deployment.

Benefits

401(k)
Company-paid long-term disability
Tuition reimbursement

Company overview

National Seating & Mobility (NSM) is a leading provider of comprehensive mobility solutions and complex rehabilitation technology, specializing in custom seating and mobility systems for individuals with severe physical challenges. Founded in 1992 and headquartered in Franklin, Tennessee, the company offers 360-degree Complete Mobility Solutions that include customizing wheelchairs, installing chair lifts, and repairing mobility equipment. NSM serves a diverse clientele including children with birth defects such as Cerebral Palsy, Muscular Dystrophy, and Spina Bifida, as well as teens, adults, and seniors challenged with severe trauma, disease, and skeletal disorders. The company operates with a nationwide network of experienced professionals including master Assistive Technology Professionals (ATPs), compliance specialists, and clinical experts who navigate complex insurance regulations and state/federal laws to ensure proper equipment funding and delivery. NSM's mission focuses on empowering clients with independence and self-reliance through personalized mobility solutions, while maintaining strong relationships with healthcare providers and referral sources across the United States.