Help Desk Technician (On-Site)

Oneida Technology Services • Nashville, TN

7d • Onsite

About The Position

Oneida Technology Services (OTS) is seeking a full-time Tier 2 FSE Journeyman in Nashville, Tennessee. This is a fully on-site help desk position supporting staff and student training environments. The technician monitors and responds to support requests, troubleshoots devices and software, performs desk-side support and equipment deployment tasks, and maintains service and asset records. The role also provides after-hours support for critical incidents and collaborates with IT support and networking teams while following established service procedures.

Requirements

• High school diploma and 0–2 years of related IT support experience, or an equivalent combination of experience.
• Fundamental IT field support knowledge and experience with Microsoft Windows operating systems.
• Basic understanding of IT operations and maintenance (O&M) processes.
• Strong customer service, oral communication, and written communication skills.
• Ability to follow documented procedures and work under supervision.
• U.S. citizenship.
• Ability to obtain and maintain a Public Trust Clearance.
• HDI or SDI certification.
• CompTIA A+ certification.
• ITIL v3 Foundation or ITIL v4 certification.

Nice To Haves

• CompTIA Security+ certification.
• CompTIA Network+ certification.
• CompTIA Server+ certification.
• Microsoft 365 Certified: Fundamentals certification or equivalent.
• AppleCare Mac Technician, Apple Certified Support Professional, or Apple Certified IT Professional certification.

Responsibilities

• Monitor, triage, and respond to user support requests through the ticketing system.
• Troubleshoot hardware and software issues for desktops, laptops, and mobile devices.
• Perform desk-side support, including device reimaging, operating system reinstalls, and equipment configuration.
• Provide after-hours support for critical incidents and remote access or telework issues.
• Prepare IT equipment for deployment, relocation, or disposal in accordance with established policies.
• Assist with workstation setups, cabling, and system installations.
• Validate equipment and system performance after maintenance or installation activities.
• Support diagnostics of network equipment under the direction of networking teams.
• Update, track, and maintain asset inventory records.
• Assist with receiving, tagging, and documenting IT equipment.
• Maintain clear, timely documentation of service actions and ticket updates.
• Support IT needs for staff and student training environments.
• Collaborate with IT support teams to ensure consistent service delivery.
• Follow established IT service procedures and best practices to ensure quality and compliance.

Benefits

• 15 days of paid time off.
• 11 paid holidays.
• 401(k) retirement plan with company match.
• Medical, dental, and eye insurance.
• Employee referral program.
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Wellness program.
• Multiple voluntary medical benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED