Help Desk Technician - Onsite

Highland Ventures; Brentwood (TN); Presencial; USD 42.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Laptop provided

Medical, dental, life insurance plans

Flex Medical and Flex Daycare (FSA)

401(k) with 50% match

Paid time off + 7 paid holidays

Descripción de la vacante

Highland Ventures is seeking a Help Desk Technician in Brentwood, TN to keep systems reliable and provide timely support across its portfolio companies, including HRG Pizza, Intune Physical Therapy, and Legacy Commercial Property.

You will handle tickets from a lean IT team, assist with restaurant operations, healthcare workstations, and user access provisioning, while maintaining HIPAA security and strong customer service. This full-time on-site role requires on-call rotation.

Formación

• 1–3 years of hands-on help desk experience in a professional environment.
• Strong understanding of networking fundamentals.
• Proficiency with Windows and Mac operating systems.
• Experience with Microsoft Active Directory and user account management.
• Demonstrated problem-solving abilities with a methodical approach to troubleshooting.
• Excellent verbal and written communication skills.
• Strong customer service orientation and professional demeanor.
• Experience with ticketing systems (ServiceNow, Jira, or similar platforms).
• Reliable schedule and attendance in a small team with on-call coverage.
• Flexibility to work evenings and weekends as needed.

Responsabilidades

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or remote session.
• Diagnose and resolve technical problems using diagnostic tools and systematic troubleshooting approaches.
• Communicate technical solutions clearly, adjusting complexity to the user’s knowledge level.
• Provision and manage user access: accounts, permissions, roles, and terminations.
• Support restaurant operations, including POS tickets and menu changes at HRG Pizza locations.
• Provide front-line network and connectivity support: Meraki diagnostics, ISP coordination, Wi‑Fi and printers at remote sites.
• Administer Microsoft 365 accounts, mailboxes, and shared resources with Exchange/Teams/SharePoint support.
• Support Intune Physical Therapy workstations, handling patient data with HIPAA security.
• Escalate complex issues to appropriate teams while keeping users informed.
• Document solutions in the knowledge base for self-service and team efficiency.
• Maintain current technical knowledge through ongoing learning.
• Support multiple Highland Ventures companies (Legacy Property, Hoogland Pizza, Intune PT, Highland Water).
• Contribute to projects like onboarding new locations and hardware refreshes.

Conocimientos

Networking fundamentals

Windows & Mac proficiency

Active Directory management

Problem-solving

Customer service

Communication skills

Ticketing systems experience

Herramientas

ServiceNow

Jira

Microsoft Intune

Cisco Meraki

Apple Business Manager

Power Automate

Exchange/Teams/SharePoint

Descripción del empleo

About Highland Ventures

Highland Ventures Is a Family-owned National Venture Management Company Focused On Strategically Developing And Operating Businesses Centered Around Our Real Estate. Our Businesses Include

• Hoogland Restaurant Group: The largest franchisee of Marco's Pizza with 130+ locations.
• Legacy Commercial Property: Own and manage over 700 commercial properties.
• Highland Pure Water & Ice: 24/7 kiosks with over 70 locations in 10+ states.
• Intune Physical Therapy: A physical therapy brand currently being built from the ground up.

Help Desk Technician

Location: Brentwood, TN

Date: June 2026

Job Description

About Highland Ventures

Highland Ventures Is a Family-owned National Venture Management Company Focused On Strategically Developing And Operating Businesses Centered Around Our Real Estate. Our Businesses Include

• Hoogland Restaurant Group: The largest franchisee of Marco's Pizza with 130+ locations.
• Legacy Commercial Property: Own and manage over 700 commercial properties.
• Highland Pure Water & Ice: 24/7 kiosks with over 70 locations in 10+ states.
• Intune Physical Therapy: A physical therapy brand currently being built from the ground up.

Role Summary

The Help Desk Technician plays a critical role in maintaining system reliability and ensuring our internal teams across Highland Ventures’ portfolio companies receive timely, professional technical support. This position requires a balance of technical expertise, strong communication skills, and a client-focused approach. The ideal candidate will demonstrate solid problem-solving abilities, excellent customer service, and a commitment to delivering quality technical solutions.

This is a generalist role on a small, lean IT team. You will handle the full mix of work that comes through our ticketing system, from process-driven restaurant tasks to desktop troubleshooting at our physical therapy clinics to user access provisioning across the company, and you will have direct relationships with the people you support and visible ownership of the tickets you handle.

Primary Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or remote session
• Diagnose and resolve technical problems using diagnostic tools and systematic troubleshooting approaches
• Communicate technical solutions clearly and effectively, adjusting complexity based on the user’s technical knowledge
• Provision and manage user access: account creation, permissions changes, role transitions, and terminations across the company’s business lines
• Support restaurant operations, including menu changes, order management system tickets, and point-of-sale equipment issues at our HRG Pizza locations
• Provide front-line network and connectivity support: Meraki diagnostics, ISP coordination, Wi-Fi and printer issues at remote sites
• Administer Microsoft 365 accounts, mailboxes, and shared resources, with basic Exchange, Teams, and SharePoint support
• Support healthcare clinic workstations for Intune Physical Therapy, handling patient data with appropriate attention to security and HIPAA requirements
• Escalate complex issues to appropriate technical teams while maintaining clear communication with users throughout resolution
• Document solutions and troubleshooting steps in the knowledge base to improve self-service options and team efficiency
• Maintain current technical knowledge through ongoing learning and professional development
• Support users across multiple Highland Ventures companies including Legacy Commercial Property, Hoogland Restaurant Group, Intune Physical Therapy, and Highland Pure Water
• Contribute to project work as capacity permits: onboarding new locations, hardware refresh projects, and rollouts of new tools

Required Qualifications

• Minimum 1-3 years of hands-on help desk or technical support experience in a professional environment
• Strong understanding of networking fundamentals and ability to diagnose network-related issues
• Proficiency with both Windows PC and Mac operating systems
• Experience with Microsoft Active Directory and user account management
• Demonstrated problem-solving abilities with a methodical approach to troubleshooting, including comfort working through unfamiliar issues without a runbook for every problem
• Excellent verbal and written communication skills, with ability to explain technical concepts to non-technical users
• Strong customer service orientation and professional demeanor when interacting with users at all levels
• Experience with ticketing systems (ServiceNow, Jira, or similar platforms), including clean documentation and ticket discipline
• Reliable schedule and attendance: a small help desk team depends on predictable coverage
• Flexibility to work various shifts including some evenings and weekends as needed, with periodic on-call coverage

Preferred Experience

• Microsoft Entra ID (Azure AD) and Microsoft Intune
• Cisco Meraki network equipment
• Apple Business Manager
• Electronic Health Records (EHR) systems
• Restaurant Point of Sale (POS) systems
• Power Automate or similar automation tools

Opportunities And Benefits

• Laptop provided
• Group medical, dental, life and other insurance plans, after eligibility requirements are met
• Flex Medical and Flex Daycare spending accounts (FSA)
• 401(k) with 50% match
• Paid time off plus 7 paid holidays

Position type and expected hours of work

This is a full-time, on-site Monday-Friday position based in our Brentwood, TN office. In addition to regular shifts, you will be required to be on call every 3-4 weeks, ready to provide prompt support outside of standard operating hours when necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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