Help Desk Technician, IT

Wasserman • Nashville, TN

8d • $45,000 - $52,000 • Onsite

About The Position

We are seeking a Tier 1 Help Desk Technician who brings a customer service-first mindset to IT support. This role focuses on delivering a high-quality end-user experience through both desk-side and remote support. The ideal candidate is approachable, responsive, and committed to resolving issues efficiently while ensuring users feel supported and understood. This is an in-person position with standard hours of 9:00 AM–6:00 PM, Monday through Friday, along with a rotational on-call weekend shift.

Requirements

• 1–3+ years of experience in IT support or help desk environments
• Strong customer service and communication skills (this is a must-have)
• Experience supporting Microsoft 365 and Windows/macOS environments
• Familiarity with Active Directory and identity management tools like Okta
• Experience with ticketing systems such as Freshservice
• Basic knowledge of device management tools (MDM)
• Customer-first mentality: prioritizes user experience above all
• Strong interpersonal skills and the ability to build rapport with users
• Clear communicator who can explain technical issues in simple terms
• Patient, empathetic, and solution-oriented
• Organized and able to manage multiple requests effectively

Responsibilities

• Provide frontline technical support to end users via desk-side and remote channels (Zoom, phone, ticketing system)
• Deliver an exceptional customer service experience in every interaction
• Troubleshoot hardware, software, and access-related issues
• Log, track, and manage support requests using Freshservice (or similar ticketing system)
• Ensure timely resolution or escalation of incidents and service requests
• Assist with user account setup, onboarding, and offboarding tasks
• Support password resets, access requests, and permissions management
• Maintain clear and thorough documentation of issues and resolutions
• Follow established processes and contribute to knowledge base improvements
• Collaborate with other IT team members to resolve more complex issues

Benefits

• Professional Development: Take advantage of our learning and development programs, mentorship opportunities, and career advancement support.
• Generous Time Off: Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.
• Parental Leave: We provide paid parental leave to support your family during important life events.
• Retirement Plan: 401k plan including contribution matching.
• Healthcare: Medical, dental, vision, FSA/HSA, life and disability coverage options.
• Ancillary: Critical illness, identity protection, pet insurance, 529 plans and more
• Commuter Benefits: Access support for travel and commuting needs, where available

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed