Help Desk Technician - Onsite

Highland-Ventures-Ltd; Land Mark (TN); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Laptop provided

Group medical, dental, life insurance

Job summary

Highland Ventures is seeking a Help Desk Technician to provide timely, professional technical support across our restaurant, healthcare, and property management brands. You will handle tickets from desktop problems to access provisioning, with direct relationships to users and visible ownership of tickets.

You will work on-site in Brentwood, TN, covering shifts including some evenings and weekends, and will participate in ongoing learning to stay current with systems across Microsoft 365, AD,

Qualifications

• 1-3 years of hands-on help desk or technical support in a professional environment.
• Strong understanding of networking fundamentals and ability to diagnose network issues.
• Proficiency with Windows and Mac operating systems.
• Experience with Microsoft Active Directory and user account management.
• Solid problem-solving abilities with systematic troubleshooting.
• Excellent verbal and written communication to explain tech concepts to non-tech users.
• Experience with ticketing systems (ServiceNow, Jira) with clear documentation.

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 structured troubleshooting.
• Communicate technical solutions clearly, adjusting to the user’s knowledge level.
• Provision and manage user access across the company’s lines.
• Support restaurant operations and POS systems at HRG Pizza locations.
• Provide frontline network and connectivity support at remote sites.
• Administer Microsoft 365 accounts and shared resources, with basic Exchange/Teams/SharePoint support.
• Escalate complex issues to appropriate teams and document steps in the knowledge base.

Skills

Networking fundamentals

Windows & Mac OS

Active Directory

Customer service

Ticketing systems

Clear communication

Tools

ServiceNow

Jira

Microsoft 365

Job description

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 theground 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.