Help Desk Analyst

Embedex is hiring a Senior Service Desk / Desktop Support professional for onsite day-to-day end-user and Microsoft 365 support in Franklin, TN.

Responsibilities

• Deliver day-to-day technical support for desktops, laptops, applications, and end-user technology
• Troubleshoot Windows 10/11 issues across desktop and workstation environments
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint
• Administer Active Directory including users, groups, permissions, password resets, and account access
• Resolve Entra ID / Azure AD user and access issues
• Manage Microsoft 365 user administration tasks such as licensing, mailboxes, and distribution groups
• Investigate hardware, software, application, and workstation performance problems
• Support new-user onboarding and offboarding, including workstation setup and deployment
• Troubleshoot connectivity and network fundamentals such as VPN, Wi-Fi, TCP/IP, DNS, and DHCP
• Support end-user peripherals including printers, docking stations, monitors, and mobile devices
• Install and configure software and hardware
• Own support tickets from initial issue through resolution
• Escalate systems, network, or security issues when appropriate, with clear documentation of troubleshooting completed
• Work directly with users across all levels of the organization

Requirements

• 5–7 years of professional IT support experience
• Strong Windows desktop support and troubleshooting experience
• Strong Microsoft 365 experience
• Hands-on Active Directory experience
• Experience with Entra ID / Azure AD
• Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi with network troubleshooting ability
• Strong troubleshooting skills with the ability to work through issues independently
• Professional communication skills and experience supporting end users
• Ability to work onsite five days per week
• Must successfully pass a criminal background check and drug screening
• Must successfully pass a credit check, including no collections, judgments, or recent bankruptcies

Technologies

• Windows 10, Windows 11
• Microsoft 365, Outlook, Teams, OneDrive, SharePoint
• Active Directory
• Entra ID, Azure AD
• TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Intune, Windows Server, Group Policy
• PowerShell, Azure

Benefits

• Annual 10% performance bonus
• Equity award / stock options
• Comprehensive benefits package
• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Nice to Have

• Experience with Intune, Windows Server, Group Policy, PowerShell, Azure, endpoint management, or similar Microsoft technologies

Location and Work Model

• Franklin, TN (onsite)
• Franklin, TN 37069 (preferred)
• Franklin, TN 37069 (required)
• In person (100% on-site)

Compensation

• USD 65,000 - 68,000 per year

Application confirmations

• Please confirm that this is a 100% on-site role
• Please confirm that the compensation range is acceptable
• Please confirm that the role requires a criminal background check, drug test, and credit check

Experience Notes (Preferred)

• Help desk: 5 years (preferred)
• Network troubleshooting: 5 years (preferred)
• Active Directory: 5 years (preferred)
• Microsoft 365: 3 years (preferred)