Dynamic Help Desk Specialist: 1st/2nd Line IT Support

TEKsystems; Nashville (TN); On-site; USD 25,000 - 30,000; Full time

Job summary

TEKsystems in Nashville, TN is seeking a Help Desk Support Specialist to join a fast-paced IT environment. You will be the first point of contact for end users, handling approximately 400 calls per month and providing Tier 1 and 2 support across Windows, macOS, and mobile devices.

You will troubleshoot hardware, software, and connectivity issues and document resolutions for the knowledge base. You will manage user accounts and permissions in Active Directory, respond to incidents via the

Qualifications

• 1-3+ years of Help Desk, Technical Support, or Desktop Support experience.
• Experience supporting Windows operating systems, macOS devices, and mobile platforms.
• Hands-on experience with Active Directory user administration.
• Experience working within a ticketing system and meeting service-level expectations.
• Strong troubleshooting skills across hardware, software, and end-user computing environments.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a high-volume support environment.

Responsibilities

• Provide Tier 1 and Tier 2 help desk support to end users across the organization.
• Troubleshoot and resolve hardware, software, and connectivity issues in Windows, macOS, and mobile device environments.
• Support desktops, laptops, printers, peripherals, and business applications.
• Manage and maintain user accounts, permissions, and password resets through Active Directory.
• Respond to, document, and resolve incidents and service requests using a ticketing system.
• Provide remote and onsite technical support as needed.
• Escalate complex issues to appropriate teams while maintaining ownership of the user experience.
• Deliver exceptional customer service and timely communication throughout the support process.
• Accurately document troubleshooting steps, resolutions, and knowledge base articles.
• Assist with workstation deployments, software installations, and system upgrades.
• Support a diverse range of technical issues in a highly dynamic, fast-paced environment.

Skills

Help desk experience

Windows support

macOS support

Active Directory admin

Ticketing system usage

Customer communication

Multitasking

Tools

Ticketing system

Remote support tools

AD management tools

Job description

TEKsystems in Nashville, TN is seeking a Help Desk Support Specialist to join a fast-paced IT environment. You will be the first point of contact for end users, handling approximately 400 calls per month and providing Tier 1 and 2 support across Windows, macOS, and mobile devices.

You will troubleshoot hardware, software, and connectivity issues and document resolutions for the knowledge base. You will manage user accounts and permissions in Active Directory, respond to incidents via the