IT Systems Technician

Our IT team supports Impact Logistics and its sister company, Impact Technology Solutions (ITS). ITS is an IT services provider based in Bartlett, TN that serves businesses and schools in the Mid-South. You’ll work on both sides: keeping our own operations running and supporting ITS clients.

About the role

This job is in-office. We need someone who can handle helpdesk tickets at every level from day one and grow into systems and project work. You’ll be a primary point of contact for our users and clients, so strong communication and people skills are just as important as technical ability.

We’ll train you on our tools and processes. Over time you’ll take part in larger projects such as firewall deployments, new client onboarding, and cloud migrations.

What you’ll do

• Respond to and resolve Tier 1, 2, and 3 helpdesk tickets by phone, email, remote session, and on-site visits
• Troubleshoot Windows desktops, laptops, and Windows Server systems
• Handle user onboarding and offboarding, account and mailbox administration, and permissions in Microsoft 365 and Google Workspace
• Diagnose and fix network issues, including connectivity, Wi-Fi, DNS, DHCP, and VPN
• Assist with firewall and network changes, mostly on Sophos XGS, with some Cisco Meraki and Fortinet
• Monitor and respond to alerts from security (EDR/MDR), remote monitoring, and backup systems
• Verify backups and perform restores when needed
• Enroll and manage devices in our mobile device management (MDM) platform
• Document fixes, configurations, and client environments in our ticketing system
• Support senior staff on projects such as client onboarding, firewall deployments, and migrations
• Keep users informed until their issue is resolved, and escalate when needed

• 2-3 years of hands-on IT support experience, including Tier 1-3 helpdesk tickets
• Strong troubleshooting skills on Windows desktop and Windows Server operating systems
• A solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN)
• Experience working tickets in a ticketing system or professional services automation (PSA) tool
• Excellent interpersonal and communication skills: you can explain technical issues in plain language and stay calm and professional when users are under pressure
• A customer-service mindset, in person and over the phone
• Reliable transportation for travel to client sites
• Ability to pass a background check

Nice to have

None of these are required, but they’ll help you stand out:

• CompTIA A+ and Network+ certifications
• Vendor certifications (for example Microsoft 365, Sophos, Cisco Meraki, or Fortinet)
• Hands-on firewall experience, especially Sophos XGS, Meraki, or Fortinet
• Some Linux server experience
• Experience at an IT services provider or MSP

• Experience with any of these tool categories:

• Endpoint detection and response (EDR) and managed detection and response (MDR)

• Remote monitoring and management (RMM)

• Professional services automation (PSA) and ticketing systems

• Mobile device management (MDM)

• Backup and disaster recovery (BDR)

Impact Logistics provides managed labor to warehouses across the United States. We’re headquartered in Memphis and partner with national logistics providers and manufacturers.