Help Desk Technician

Highland Ventures in Brentwood, TN offers a full-time, on-site Help Desk Technician role that supports internal users across our portfolio of brands. You’ll receive a company laptop, access to group medical, dental, and life insurance after eligibility, flexible spending accounts, a 401(k) plan with a 50% match, and paid time off plus seven holidays. This position emphasizes reliable coverage, clear communication, and the opportunity to contribute across multiple business lines, including HRG Pizza, Intune Physical Therapy, Legacy Commercial Property, Hoogland Restaurant Group, and Highland Pure Water & Ice.

Benefits

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

Responsibilities

• 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, adjusting complexity based on the user’s knowledge
• Provision and manage user access across the company’s business lines, including account creation, permissions changes, role transitions, and terminations
• Support restaurant operations, including menu changes, order management system tickets, and point-of-sale equipment issues at HRG Pizza locations
• Provide front-line network and connectivity support, including Meraki diagnostics, ISP coordination, and 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 security and HIPAA considerations
• 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 Legacy Commercial Property, Hoogland Restaurant Group, Intune Physical Therapy, and Highland Pure Water
• Contribute to project work as capacity permits, including onboarding new locations, hardware refresh projects, and tool rollouts

Requirements

• 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 the 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 in a small help desk team
• Flexibility to work various shifts including some evenings and weekends as needed, with periodic on-call coverage

Technologies

• Meraki, Cisco Meraki network equipment
• Microsoft 365, Exchange, Teams, SharePoint
• Active Directory and Intune
• Windows and MacOS
• Azure Entra ID, Microsoft Entra ID (Azure AD)
• ServiceNow, Jira
• Apple Business Manager
• Electronic Health Records (EHR) systems
• Restaurant POS systems
• Power Automate

Preferred Experience

• 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

Position Type and Hours

This is a full-time, on-site role based in Brentwood, TN. The work schedule primarily involves evening and weekend shifts to ensure coverage during all business hours. In addition to regular shifts, employees may be required to be on call monthly to provide support outside standard operating hours when necessary.

About Highland Ventures

Highland Ventures spans multiple industries and brands, including:

• Hoogland Restaurant Group: the largest franchisee of Marco's Pizza with 130+ locations
• Legacy Commercial Property: owns and manages 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