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# Help Desk Technician - Onsite

- **Company:** Highland Ventures, Ltd.
- **Location:** Brentwood, TN, United States
- **Experience:** Starter
- **Contract:** Franchise
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Issue Tracking Systems, Networking Hardware, Networking Basics, Azure Active Directory, Microsoft SharePoint, Wi-Fi Technology, Diagnostic Tools, Microsoft Power Automate, Reliability of Systems, Electronic Medical Records, Microsoft InTune, Apple Business Manager, User Administration, Servicenow
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=77c22b23108e17ec

## About the Role

* 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

## Description

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