Help Desk Support Technician

Project Worldwide • Full-time • Smyrna, TN, US • 4w ago

We are seeking a Help Desk Support Tech for our office in Smyrna office! The Help Desk Support Technician is responsible for providing technical support across first, second, and, when needed, third-level issues. This role responds to support incidents via email, chat, phone, or ticketing systems and delivers hands-on assistance to employees using desktops, laptops, mobile devices, business applications, and collaboration tools. The technician will troubleshoot a wide range of issues, escalating complex problems when appropriate.

Essential Responsibilities:

Responds to incidents via ServiceNow, ensuring timely resolution or escalation of technical issues.
Provides support for desktops, laptops, mobile devices, and associated peripherals.
Troubleshoots and resolves hardware, software, and connectivity issues; escalates when necessary.
Installs, configures, and maintains desktop/laptop hardware, software, and virtual machines.
Instructs users on the use of supported equipment and software.
Addresses system security concerns, including antivirus, malware, and software updates.
Supports and maintains voice and audio-visual communication systems.
Provides hands-on assistance in the computer/server room for hardware-related issues such as server reboots, SAN drive failures, or network switch problems.
Participates in team and cross-functional initiatives as needed.
Performs other duties as assigned in alignment with business needs.

Required Qualifications

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
2+ years of IT support experience in a professional environment.
Proficiency with macOS (version 12 and newer) and Windows 10/11 operating systems.
Strong knowledge of desktop and laptop configuration in a networked environment.
Familiarity with Microsoft Office and Google Workspace applications.
Strong analytical, decision-making, and troubleshooting skills.
Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong interpersonal skills and attention to detail.
Ability to manage multiple tasks, prioritize effectively, and meet deadlines under pressure.
Ability to read and interpret digital and printed data.
Experience handling sensitive data with strict confidentiality and adherence to security protocols.

Preferred Qualifications

Exposure to network operating systems and basic networking principles
Knowledge of Google Gemini AI, Microsoft Entra/Active Directory end-user administration, JD Edwards, Cisco IP Telephony, Microsoft Intune, Mosyle Business, Apple Business Manager, SentinelOne, and Service-Now.

We are an Equal Opportunity Employer and participates in the U.S. government’s E-Verify program to confirm employment eligibility of all newly hired employees.

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