Help Desk Technician - Onsite

The Help Desk Technician plays a critical role in maintaining system reliability and ensuring our internal teams across Highland Ventures’ portfolio companies receive timely, professional technical support. This position requires a balance of technical expertise, strong communication skills, and a client-focused approach. The ideal candidate will demonstrate solid problem-solving abilities, excellent customer service, and a commitment to delivering quality technical solutions., * Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or remote session

• Diagnose and resolve technical problems using diagnostic tools and systematic troubleshooting approaches
• Communicate technical solutions clearly and effectively, adjusting complexity based on the user’s technical knowledge
• Provision and manage user access: account creation, permissions changes, role transitions, and terminations across the company’s business lines
• Support restaurant operations, including menu changes, order management system tickets, and point-of-sale equipment issues at our HRG Pizza locations
• Provide front-line network and connectivity support: Meraki diagnostics, ISP coordination, Wi-Fi and printer issues at remote sites
• Administer Microsoft 365 accounts, mailboxes, and shared resources, with basic Exchange, Teams, and SharePoint support
• Support healthcare clinic workstations for Intune Physical Therapy, handling patient data with appropriate attention to security and HIPAA requirements
• Escalate complex issues to appropriate technical teams while maintaining clear communication with users throughout resolution
• Document solutions and troubleshooting steps in the knowledge base to improve self-service options and team efficiency
• Maintain current technical knowledge through ongoing learning and professional development
• Support users across multiple Highland Ventures companies including Legacy Commercial Property, Hoogland Restaurant Group, Intune Physical Therapy, and Highland Pure Water
• Contribute to project work as capacity permits: onboarding new locations, hardware refresh projects, and rollouts of new tools, * Microsoft Entra ID (Azure AD) and Microsoft Intune
• Cisco Meraki network equipment
• Apple Business Manager
• Electronic Health Records (EHR) systems
• Restaurant Point of Sale (POS) systems
• Power Automate or similar automation tools

• Minimum 1-3 years of hands-on help desk or technical support experience in a professional environment
• Strong understanding of networking fundamentals and ability to diagnose network-related issues
• Proficiency with both Windows PC and Mac operating systems
• Experience with Microsoft Active Directory and user account management
• Demonstrated problem-solving abilities with a methodical approach to troubleshooting, including comfort working through unfamiliar issues without a runbook for every problem
• Excellent verbal and written communication skills, with ability to explain technical concepts to non-technical users
• Strong customer service orientation and professional demeanor when interacting with users at all levels
• Experience with ticketing systems (ServiceNow, Jira, or similar platforms), including clean documentation and ticket discipline
• Reliable schedule and attendance: a small help desk team depends on predictable coverage
• Flexibility to work various shifts including some evenings and weekends as needed, with periodic on-call coverage

• Laptop provided
• Group medical, dental, life and other insurance plans, after eligibility requirements are met
• Flex Medical and Flex Daycare spending accounts (FSA)
• 401(k) with 50% match
• Paid time off plus 7 paid holidays

Position type and expected hours of work

This is a full-time, on-site Monday-Friday position based in our Brentwood, TN office. In addition to regular shifts, you will be required to be on call every 3-4 weeks, ready to provide prompt support outside of standard operating hours when necessary.

About Highland Ventures

Highland Ventures is a family-owned national venture management company focused on strategically developing and operating businesses centered around our real estate. Our businesses include:

• Hoogland Restaurant Group: The largest franchisee of Marco’s Pizza with 130+ locations.
• Legacy Commercial Property: Own and manage over 700 commercial properties.
• Highland Pure Water & Ice: 24/7 kiosks with over 70 locations in 10+ states.
• Intune Physical Therapy: A physical therapy brand currently being built from the ground up.