IT Specialist-Front Line Support

Job Title

IT Specialist-Front Line Support

Job Description

IT Specialist -Front Line Support (Nashville, TN)

Provide Tier 1 front-line support for users in an Azure Government Commercial Cloud environment, resolving incidents and service requests while maintaining secure, compliant access to Microsoft 365 and endpoint services.

Your role:

• Provide Tier 1 support for Microsoft 365/Entra ID, SharePoint, and endpoint/virtual desktop services by triaging and resolving user requests, access issues, and low-to-medium complexity incidents in a regulated cloud environment.
• Manage the ServiceNow ticket queue to established service level agreements (SLAs) and collaborate with cyber/security operations, endpoint engineering, VDI/virtualization teams, and application owners to restore service and implement required changes.
• Build hands-on experience in identity lifecycle management, incident response, and governance/compliance (e.g., vulnerability and risk reporting) by participating in incident response plan (IRP) tabletop/attack simulation exercises and supporting escalation and remediation activities.

You're the right fit if:

• No prior experience required with Bachelor's Degree OR minimum 4 years of experience with Vocational Education in areas such as Technology Service Management, Customer Service or equivalent.
• Your skills include experience providing Tier 1/2-style support using ticketing systems (ServiceNow preferred) and troubleshooting end-user applications across pooled/dedicated virtual desktop infrastructure (VDI) and physical desktops. You understand how virtual machines and VDI work (including the difference between dedicated vs. pooled desktops) and can diagnose issues using logs and evidence—not trial-and-error.
• You have a Bachelor's Degree/Vocational Education in Information Technology, Business Administration, Computer Science or equivalent.
• Prior work supporting government/public sector customers or working in regulated environments is preferred, but not required.
• Must have DoD 8140 Certification (Cloud+ or GICSP or SSCP or Security+ or GSEC or A+ or CND or Network+ or ISC2 CC), or achieve within three months of employment.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an effective communicator with a customer-service mindset, able to document clear work instructions/knowledge articles and explain solutions to end users. You can prioritize and manage multiple tickets while adhering to established IT service management (ITIL) processes and security requirements, escalating appropriately when risk or complexity increases.
• Prior work supporting government/public sector customers or working in regulated environments is preferred, but not required
• U.S. Citizenship is required for this role.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

(This is a remote work-home based role.)

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in (Nashville, TN) is $66,000 to $105,000

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

 US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

 Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Nashville, TN.

LI-PH1

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.