Service Desk Technician

As a Service Desk Technician, you will be one of the first people our clients contact when they need help. You will handle a steady variety of support requests, troubleshoot common technology issues, communicate clearly, and make sure each request moves toward resolution.

Success in this role is not just about closing tickets. It is about making people feel supported, taking ownership of their problems, and following through on commitments.

What you’ll do

• Respond to support requests by phone, email, and our ticketing system.
• Troubleshoot common workstation, application, account, printing, connectivity, and Microsoft 365 issues.
• Ask thoughtful questions and gather the information needed to understand each problem.
• Resolve issues within your ability and escalate effectively when additional expertise is needed.
• Keep users informed with clear, timely, and professional updates.
• Accurately document problems, troubleshooting steps, and resolutions.
• Manage assigned tickets and follow through until they are resolved or properly handed off.
• Provide remote support and perform routine user and system administration tasks.
• Help maintain organized, accurate, and responsive service desk queues.
• Follow established processes while looking for opportunities to improve how we serve clients.
• Participate in team meetings, training, and knowledge sharing.
• Occasionally travel to client locations for onsite support.
• Participate in a limited on-call rotation after completing the appropriate training.
• Take on additional responsibilities as your skills and experience grow., This is an onsite position based in Brentwood, Tennessee. You will work alongside a team that values service, accountability, teamwork, clear communication, and continuous learning.

You will gain exposure to a wide range of business technologies and client environments, with opportunities to expand your responsibilities as you develop. We work hard, help one another, and care about doing the job well.

We are looking for someone who wants more than a temporary stop-someone who wants to learn, contribute, and grow into a dependable technology professional.

This is an early-career opportunity for someone who enjoys helping people, likes figuring out how things work, and wants to build a strong foundation in business technology. You do not need to know everything on day one. We are looking for someone with the attitude, aptitude, and accountability to learn quickly and become a trusted member of our service team., * You genuinely enjoy helping people.

• You are curious and willing to investigate a problem before giving up.
• You communicate calmly and respectfully, including when someone is frustrated or a situation is urgent.
• You take ownership, keep your commitments, and do not let tasks quietly fall through the cracks.
• You are comfortable working in an environment where priorities can change during the day.
• You can manage several requests without losing attention to detail.
• You are receptive to feedback and willing to ask questions.
• You enjoy being part of a team and are willing to help wherever needed.
• You understand that good documentation and communication are essential parts of technical support.
• You bring a practical, positive, get-it-done attitude to your work., * A foundational understanding of computers, operating systems, applications, and basic networking concepts.
• Familiarity with Windows 11 and Microsoft Office or Microsoft 365 applications.
• Basic hardware and software troubleshooting ability.
• Strong written and verbal communication skills.
• Customer service experience in a professional, retail, hospitality, service desk, or similar environment.
• The ability to learn new technologies and processes through training and hands-on experience.
• Reliable transportation for occasional travel to client locations.
• The ability to work onsite at our Brentwood office.

Relevant education, certifications, personal technology projects, internships, and hands-on experience are all welcome. A college degree is not required if you can demonstrate the ability and motivation to succeed in the role.

Helpful, but not required

Experience in any of the following areas is beneficial, but we encourage you to apply even if you have not worked with all of them:

• A service desk, helpdesk, or Managed Service Provider environment
• Microsoft 365 administration
• Active Directory or Microsoft Entra ID
• Windows Server
• Basic network troubleshooting
• Cloud technologies
• IT security practices
• Ticketing and remote-support tools
• Supporting professional-services, public-accounting, or healthcare organizations
• CompTIA A+, Network+, Microsoft, or similar certifications

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible schedule, * Annual salary of $40,000-$60,000, depending on experience
• Company-paid medical coverage for the employee
• 401(k) plan with company match
• Additional company benefits
• Training and opportunities to expand your technical skills and responsibilities
• Limited on-call rotation shared across the team

What you can expect, * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

We are a growing technology services company headquartered in Brentwood, Tennessee, seeking a Service Desk Technician to join our team.