Help Desk Specialist

IT Support Technician

Full-Time | $55,000 – $65,000 Benefits & Bonus

Portland, TN

About the Opportunity

We are partnering with an award-winning, fast-growing organization experiencing continuous hyper growth across its operations. As the company scales, they are expanding their IT team and seeking a technically skilled IT Support Technician to support end users and maintain system performance across the business.

This is a highly visible, hands-on role where you will serve as a key point of contact for all user-level IT support, working across departments and interacting with stakeholders at all levels, including executives.

Position Overview

The IT Support Technician will be responsible for delivering high-quality desktop and end-user support, ensuring seamless operation of hardware, software, and network systems. This role combines technical troubleshooting, customer service, and infrastructure support, with opportunities to assist in network and system installations.

Key Responsibilities

User Support & Ticket Management

• Serve as the primary point of contact for IT-related questions and support requests
• Manage, prioritize, and resolve support tickets using a ticketing system
• Deliver timely, efficient support while meeting SLA expectations

Technical Troubleshooting

• Diagnose and resolve hardware issues including computers, laptops, printers, and scanners
• Troubleshoot software issues across Windows, macOS, and Microsoft 365 environments
• Resolve connectivity issues related to networks, VPN, and remote access

Account & User Management

• Create and manage user accounts, permissions, and password resets using Active Directory or similar systems
• Support onboarding and offboarding processes, ensuring proper system access

Remote & Onsite Support

• Provide remote support using VPN and screen-sharing tools
• Deliver hands-on, onsite support for troubleshooting and installations as needed

Infrastructure & Installations

• Assist with setup and installation of:
• Wired and wireless networks
• Security camera systems
• Phone/VoIP systems
• Door access systems
• Network and camera cabling

Documentation & Process Improvement

• Create and maintain knowledge base articles, FAQs, and IT documentation
• Identify recurring issues and recommend process improvements

Escalation & Collaboration

• Escalate complex or unresolved issues to Tier 2/3 teams
• Collaborate with internal IT teams to ensure system stability and performance

Required Qualifications

• 3 years of experience in IT support, desktop support, or helpdesk roles
• Strong knowledge of:
• Windows and macOS operating systems
• Microsoft 365 (Outlook, Teams, Office)
• Basic networking concepts (LAN/Wi-Fi/VPN)
• VoIP systems (preferred)
• Experience with Active Directory or similar user management platforms
• Strong problem-solving and troubleshooting skills
• Excellent communication skills, with the ability to support non-technical users
• CompTIA A certification (or equivalent) required

What We’re Looking For

• A customer-focused mindset with strong interpersonal skills
• Ability to manage multiple priorities in a fast-paced, growth environment
• Comfort interacting with stakeholders across all levels of the organization
• Strong attention to detail and commitment to service quality
• A proactive, solutions-oriented approach to problem solving

Compensation & Benefits

• Base salary: $55,000 – $65,000
• Comprehensive benefits including:
• Health Insurance
• 401(k) with company match
• Health Savings Account (HSA)
• Paid Time Off

Why Join?

• Be part of an award-winning organization in a phase of rapid, sustained growth
• Work in a collaborative, high-impact IT team
• Gain exposure to both end-user support and infrastructure projects
• Opportunity to grow your career as the company continues to scale