IT Help Desk Technician

Responsibilities

• Serve as the first point of contact for users with technical issues via phone, email, or the ticketing system
• Diagnose hardware, software, and network problems using structured troubleshooting methods
• Resolve issues related to operating systems, applications, printers, and connectivity
• Perform root-cause analysis to prevent recurring problems
• Escalate complex problems to higher-level IT teams with thorough documentation
• Track, prioritize, and manage support tickets to ensure timely resolution
• Maintain accurate records of issues, solutions, and system configurations
• Follow established SLAs and maintain clear communication with users throughout the resolution process
• Provide clear and professional guidance to users across varying levels of technical skill
• Educate users on basic troubleshooting steps and best practices
• Assist with onboarding and setup for new employees (accounts, devices, access)
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
• Support software updates, patches, and routine system checks
• Contribute to knowledge base documentation and troubleshooting guides

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
• 2+ years of experience in a helpdesk or technical support role
• Strong troubleshooting and analytical problem-solving skills
• Hands-on experience with Windows and/or macOS environments
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with ticketing systems such as ServiceNow, Jira, Zendesk
• Excellent communication and customer service skills

Technologies

• Windows
• macOS
• ServiceNow
• Jira
• Zendesk
• Intune
• Active Directory
• Microsoft 365
• Azure
• Google Workspace
• Remote Desktop

Benefits

• 401(k)
• Dental insurance
• Parental leave
• Retirement plan

Salary

• Salary range: $50,000 - $55,000 per year

Location

• Knoxville, TN (onsite)