Associate Solutions Specialist

Requires the application of developing skill sets relevant to the role and objective of the department.

May work individually and with teams with internal/external customers.

May participate in review, analysis, interpretation of data/information creating innovative solutions.

Perform other duties as assigned.

Blended Hardware & Mobile Support: Provide hands-on Tier 2 troubleshooting and resolution for both laptops (PCs) and mobile devices.

Support for High-Impact User Groups: Primary focus on managing escalations and provisioning equipment to support rapidly changing sales functions, as well as resolving high-priority Platinum impact support tickets.

Operational SLA Restoration: Play a direct role in reducing current support ticket response and resolution times back to the baseline SLA of 24 hours (down from the current 72-hour peak).

Cross-Training & Flexibility: Participate in continuous cross-training to successfully pivot between phone-based help desk support and direct desktop/laptop hardware troubleshooting.

Deployment & Onboarding: Support the hardware deployment lifecycle, which includes managing self-serve deployment models (providing hardware alongside clear enablement instructions to end-users) and handling break-fix laptop maintenance. Skills/Knowledge

Blended Phone & Desktop Support Experience: Previous experience successfully cross-trained to provide seamless, concurrent support across both phone channels and desktop hardware.

High-Volume Ticket Management: Proven capability of managing a high volume of escalated tickets (the team is currently averaging 120+ Tier 2 tickets per week).

Familiarity with Self-Serve IT Models: Experience deploying, optimizing, or managing self-serve hardware onboarding programs for remote or hybrid sales teams.

Customer-Facing Sales Support: Direct experience supporting fast-paced sales environments, with a strong understanding of the urgency required to minimize downtime.

Hardware Lifecycle & Asset Management: Prior exposure to managing laptop refresh cycles (specifically break-fixes and extended life approaches) and mobile device enrollment/provisioning.

Bachelor's Degree/equivalent in business or a related field.

No experience required.

This is a hybrid position located in Memphis, TN. Candidates must live within 50 miles of the campus location. Employees will be required to work at the FedEx campus location several times per week.