Help Desk Technician II

IDEMIA•Brentwood, TN

4h•Onsite

About The Position

IDEMIA Public Security is seeking a customer-focused Help Desk Technician to provide onsite IT support to employees at its Brentwood, Tennessee office. The technician is the primary onsite point of contact for end-user technology support, helping employees access the tools, systems, and technical assistance they need while following IT standards, processes, and security protocols. The role supports users through in-person, phone, email, and remote channels; troubleshoots hardware, software, mobile device, and network issues; deploys and maintains workplace technology; manages tickets and documentation; and assists with IT operations and projects. The position is fully onsite five days per week and may include after-hours support when required.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Minimum of 1–2 years of experience in a Help Desk, Desktop Support, or Technical Support role.
Experience supporting Windows operating systems, Microsoft 365 applications, and end-user devices.
Knowledge of hardware troubleshooting, software installation, and basic networking concepts.
Experience using ticketing systems and documenting support activities.
Strong customer service, communication, and problem-solving skills.
Ability to prioritize multiple tasks and work independently in a fast-paced environment.
Must be a U.S. citizen.
Must be able to work onsite five days per week in Brentwood, TN, providing hands-on support to employees and workplace technology systems.

Nice To Haves

Experience supporting Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.
Familiarity with Jira or other ITSM platforms.
Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or related certifications.
Experience supporting mobile devices and enterprise collaboration platforms such as Microsoft Teams.

Responsibilities

Serve as the primary onsite IT support resource for employees and provide timely, professional assistance.
Record, diagnose, troubleshoot, and resolve hardware, software, mobile device, and network-related issues.
Escalate complex technical issues to appropriate IT teams and follow up through resolution.
Provide support in person, by phone and email, and through remote assistance channels.
Install, configure, and deploy desktops, laptops, workstations, tablets, mobile phones, printers, and other IT equipment.
Perform hardware upgrades, software installations, system updates, and equipment replacements.
Support employee onboarding, offboarding, and workplace technology setups.
Provide end-user training and guidance on company systems, applications, devices, and IT best practices.
Communicate technical information clearly to users with varying technical backgrounds.
Create, update, and maintain accurate service tickets and technical documentation.
Track incidents, service requests, and resolutions while meeting established service-level expectations.
Maintain complete records of work performed and support knowledge sharing.
Follow IT policies, processes, standards, security requirements, and procedures.
Assist with hardware and software inventory management and asset tracking.
Support IT infrastructure initiatives and technology projects as assigned.
Participate in after-hours support for end users, network systems, and critical IT infrastructure when required.
Collaborate with IT team members and business stakeholders to resolve technical issues.
Support continuous improvement initiatives that enhance IT service delivery and user experience.
Perform other IT-related duties as assigned by the IT Supervisor, Manager, or Director.