Help Desk Specialist

Title: Help Desk Specialist

Location: Cookeville, TN

Duration: Contract Opportunity

Shift: Monday through Friday, 8:00 AM to 5:00 PM. After 45 days, Monday, Wednesday, and Friday (8:00 AM to 5:00 PM) and Tuesday and Thursday (10:00 AM to 7:00 PM)

Note: Those Candidates who can work on W2 basis without any sponsorship are encouraged to apply.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Analyze, resolve, document, and communicate outcomes for assigned incidents and service requests using the approved ITSM tool and intake channels.
• Provide timely and professional technical support for end users, escalating unresolved issues to appropriate internal teams while maintaining ownership and communication.
• Install, configure, maintain, and troubleshoot end-user hardware and software both on-site and remotely in accordance with company standards and security policies.
• Support audio/visual, conferencing, and computing needs for meetings at assigned locations.
• Assist with the planning, deployment, testing, installation, training, onboarding, and documentation of technical solutions.
• Manage technology lifecycle activities related to employee events including new hires, terminations, transfers, equipment refreshes, and access changes.
• Partner with Distribution Center Operations teams during peak shipping hours to support technical equipment needs such as printer maintenance, returns (RMA), and repairs.
• Track and manage IT asset inventory, including spare parts and equipment stock levels.
• Coordinate and oversee vendor repair and maintenance activities, ensuring work quality, functional validation, and proper documentation.
• Support change management processes and adhere to approved procedures for all technology modifications.
• Maintain clean, organized IT work areas and ensure all spaces are kept clear of clutter, obstructions, and potential safety hazards.
• Perform other duties as assigned by the manager.

RELATIONSHIPS:

Internal:

• All internal end users (on-site and remote) across corporate offices and distribution centers
• IT Shared Services and application support teams

External:

• IT vendors and service providers supporting laptops, printers, alarms, badging systems, conferencing equipment, network devices, UPS, and display technologies

MINIMUM QUALIFICATIONS:

• Minimum of 5 years of hands-on experience supporting enterprise IT technologies
• Demonstrated experience with:
• Windows desktop environments (configuration, deployment, and troubleshooting)
• PC hardware installation, configuration, and repair
• General troubleshooting of desktops and peripherals
• Mobile devices (iOS, Android smartphones, tablets)
• Microsoft Office applications
• Ability to travel locally (approximately 5%)