Help Desk Technician, IT

LE001 The.Team: SME, LLC; Nashville (TN); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Professional Development

Generous Time Off

Parental Leave

Retirement Plan (401k)

Healthcare (medical/dental/vision)

Commuter Benefits

Job summary

THE·TEAM is seeking a Tier 1 Help Desk Technician to deliver high-quality IT support with a customer-service-first approach. This in-person role runs 9:00 AM–6:00 PM, Monday–Friday, with a rotational on-call weekend shift and requires handling desk-side and remote support.

You will troubleshoot hardware and software, manage requests in Freshservice, assist with onboarding/offboarding, and document resolutions. Strong communication and Windows/macOS/Microsoft 365 experience are essential.

Qualifications

• 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.
• Clear communicator who can explain technical issues in simple terms.

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.

Skills

Customer service

Communication

Microsoft 365

Windows/macOS

Active Directory

Okta

Freshservice

MDM

Multitasking

Empathy

Tools

Freshservice

Okta

Microsoft 365

MDM tools

Job description

THE·TEAM is proud to provide representation and marketing services to talent, brands and properties across 28 countries and more than 70 cities worldwide. Shaped by our belief in the unifying power of sports, music and entertainment, THE·TEAM leads with intelligence, ideas and influence.

JOB OVERVIEW

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.

WHAT YOU’LL DO:

• 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

WHAT WE’RE LOOKING FOR:

• 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
• Base salary range: $45,000 - $52,000 plus bonus potential if applicable for role.
• Actual base salary is dependent on several factors including but not limited to; market dynamics, location and region, experience, specialized skills/training (education), level of responsibility, budgetary considerations, tenure at the company (for current employees), etc.
• The salary range listed is just one component of the total compensation package for employees.
• Compensation decisions are dependent on circumstances of each role

What We Offer:

• 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

THE·TEAM does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. THE·TEAM is proudly an equal opportunity employer. We are always searching for the most passionate and talented people from all backgrounds and experiences to join us. More than 20 years into our evolution, we continue to expand our global reach and capabilities to serve clients across sports, music and entertainment. We are committed to making a meaningful impact across key areas of inclusion, community service and sustainability — not only for our employees, but for clients and the industry at large.

THE·TEAM is a leading global sports, music and entertainment company. Led by intelligence, ideas and influence, we provide representation and marketing services to talent, brands and properties.