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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Technician - **Company:** AESC Group - **Location:** Smyrna, TN, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, JIRA, Business Software, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Remote Access Technology, TCP/IP, Peripherals, Laptops, User Administration, Servicenow - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6449fdfdbf354a8a ## About the Role Do you have experience in Ticketing system technical support?, 1+ year of experience in a Helpdesk, Desktop Support, or IT Support role Basic working knowledge of: Active Directory (user and group management) Group Policy (fundamentals and troubleshooting) Windows OS environments (Windows 10/11) Experience with: Patching laptops/desktops Installing and configuring software applications Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Desk, or similar) Soft Skills (Critical Requirement) Extremely customer-focused mindset with a strong desire to help users succeed Pleasant, professional, and approachable attitude Strong communication and interpersonal skills Ability to remain calm, patient, and solution-oriented under pressure Strong attention to detail and organizational skills Preferred Qualifications Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) Experience supporting printers, VPN, and remote access tools IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) are a plus, * Ability to sit for extended periods of time. * Ability to read, write, speak, hear; stand; walk; use hands to finger, handle, or feel; reach and lift with hands and arms frequently throughout the day. * Required to occasionally lift, push, pull and/or move up to 10 pounds and occasionally required to lift, push, pull and/or move up to 35 pounds. ## Description We are seeking a motivated and customer-focused Helpdesk Technician to provide first-level technical support to end users. The ideal candidate will have foundational experience with Active Directory, Group Policy, laptop patching, and application installation, along with a strong commitment to delivering excellent customer service. This role requires a positive attitude, patience, and the ability to communicate effectively with both technical and non-technical users., Provide first-line technical support via phone, email, and in-person for hardware, software, and network-related issues Troubleshoot and resolve user issues related to Windows operating systems, applications, and peripherals Perform user account management tasks within Active Directory (e.g., account creation, password resets, group membership updates) Assist with Group Policy configurations and troubleshooting basic policy-related issues Conduct patching and updates for laptops and desktops to ensure systems are secure and up to date Install, configure, and maintain standard business applications and software Set up and deploy new laptops, desktops, and mobile devices Document incidents, service requests, and resolutions in the ticketing system Escalate complex issues to higher-level support teams when necessary Maintain inventory of IT equipment and assist with asset tracking, The work environment is primarily an automated manufacturing plant with a concrete floor and is characterized by some temperature extremes, moderate noise, and forklift traffic. The individual must be able to perform all essential functions as appropriate on the plant floor, in meetings, and with employees, management, customers and suppliers. Candidate must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified. The employee will be exposed to both General Office and Industrial Manufacturing Facility environments. Work Schedule * Work week is a 40-hour minimum * Extended hours and overtime are required as needed * Must be able to work any shift as required * Must be able to work weekends as required ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)