Information Technology Support Specialist

Fuse Technical Group; Goodlettsville (TN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive Benefits

Job summary

Fuse Technical Group LLC in Goodlettsville, TN, seeks an IT Support Specialist to provide frontline support for about 600 employees across US, UK, and EU. Based on site at our Goodlettsville facility, you’ll support multiple locations while aiding local office and warehouse teams.

You’ll handle onboarding, device deployment, access requests, and routine Windows and Mac issues. You’ll work in a high-volume environment, independently managing requests, communicating clearly, and knowing when to

Qualifications

• 3+ years of hands-on IT support in a multi-user environment.
• Strong Windows support experience with working proficiency in macOS.
• Experience administering user accounts, licenses, mailboxes, and MFA in cloud-based environments.
• Hands-on onboarding, offboarding, and device deployment experience.
• Experience working with a ticketing system and independently managing a queue.
• Strong written communication for remote support via tickets, chat, and remote sessions.

Responsibilities

• Monitor and resolve support requests via ticketing system across multiple time zones.
• Coordinate onboarding/offboarding, accounts, access, devices, and equipment recovery.
• Deploy, configure, and maintain Windows and macOS laptops and devices.
• Prepare and ship technology equipment to Fuse locations.
• Manage user accounts, licenses, and devices across identity and mail platforms.
• Provide hands-on support for office and warehouse tech, including printers and network connectivity.
• Process SaaS access and license changes across platforms.
• Maintain knowledge base and ticket documentation.
• Escalate complex infrastructure or security issues with clear data.
• Identify recurring issues and suggest improvements or automation.
• Assist with onboarding and training of future support staff.

Skills

3+ years IT support

Windows support

macOS support

Onboarding/offboarding

Ticketing system

Communication

Troubleshooting

Security awareness

Background check

Tools

Ticketing system

Job description

At Fuse Technical Group LLC, we don't just produce events—we create unforgettable experiences. As an industry leader in video and lighting solutions, we bring cutting-edge technology and flawless execution to some of the world's biggest productions. From live concerts and touring productions to corporate events, our team delivers world-class experiences for clients across the globe.

Why Join Fuse?

Be Part of the Action – Our clients dream big, and Fuse makes it happen. Join a team that supports some of the world's most recognized live entertainment productions.

Collaborative & Innovative Culture – Work alongside experienced professionals who value teamwork, continuous learning, and operational excellence.

Competitive Compensation & Exceptional Benefits – We invest in our employees and provide the resources they need to succeed.

Career Growth – This role is designed with room to grow. Strong performers will have the opportunity to take on increasing ownership, help shape our IT support function, and develop toward a future lead IT support role within Fuse.

THE OPPORTUNITY

Be the Front Line Behind the Technology That Keeps Fuse Moving we are seeking an IT Support Specialist to provide technical support for approximately 600 employees across our warehouses and offices in the United States, United Kingdom, and European Union.

Based on site at our Goodlettsville, Tennessee facility, you'll support team members across multiple locations while also providing hands‑on assistance to our local office and warehouse teams. This is a high-volume support role for someone who can independently manage requests, communicate clearly, and knows when to solve an issue and when to bring in senior IT resources.

You’ll support everything from employee onboarding and device deployment to access requests and everyday Windows and Mac issues.

KEY RESPONSIBILITIES

• Monitor, prioritize, and resolve support requests through our ticketing system while communicating with users across multiple time zones.
• Coordinate employee onboarding and offboarding, including accounts, access, device setup, access removal, and equipment recovery.
• Deploy, configure, maintain, and track Windows and macOS laptops, mobile devices, and peripherals.
• Prepare and ship technology equipment to other Fuse locations.
• Administer user accounts, groups, licenses, and devices across identity, email, and device-management platforms.
• Provide hands‑on support for office and warehouse technology, including printers, label printers, scanners, and network connectivity.
• Process application access, license assignments, and account changes across company SaaS platforms.
• Maintain knowledge‑base articles, asset records, and ticket documentation.
• Escalate complex infrastructure or security issues to senior IT staff with clear supporting information.
• Identify recurring issues and recommend process improvements, documentation, or automation.
• Assist with onboarding and training future support team members.

WHAT YOU'LL BRING TO THE TABLE

• 3+ years of hands‑on IT support experience in a multi‑user business environment.
• Strong Windows support experience with working proficiency in macOS to Strong Windows & Mac support experience.
• Experience administering user accounts, licenses, mailboxes, and MFA within cloud‑based email and productivity environments.
• Hands‑on experience with employee onboarding, offboarding, and device deployment.
• Experience working within a ticketing system and independently managing a support queue.
• Strong written communication skills—you’ll support many users remotely through tickets, chat, and remote sessions.
• Good judgment around when to independently resolve an issue and when to elevate.
• Trustworthiness and sound judgment when working with administrative access and sensitive systems.
• Ability to successfully complete a background check.

WHAT SETS YOU APART

You Own the Queue

You don't need someone constantly telling you what comes next. You can prioritize requests, communicate with users, and keep things moving.

You're a Problem Solver

You enjoy troubleshooting, but you also look beyond the immediate fix. If something keeps happening, you're thinking about documentation, process improvement, or automation.

You're Service-Minded

Whether you're helping someone standing in front of you in the warehouse or supporting a teammate thousands of miles away, you understand that great IT support is also great customer service.

You're Trusted with the Keys

You’ll work with administrative access, employee accounts, company devices, and sensitive information. Good judgment and security awareness matter.

You're Ready to Grow

We're building for the future. As the support function grows, you'll have the opportunity to help train future team members and potentially step into a lead role.

Bonus Points

Experience with any of the following is a plus:

• Identity providers (IdP), SSO, SAML, and SCIM
• Mobile device management and automated enrollment for Windows and macOS
• Networking fundamentals including switching, wireless, cabling, and connectivity troubleshooting
• Warehouse, logistics, or live production environments
• Training or mentoring support staff
• Networking, security, or systems administration
• PowerShell, Bash, or similar scripting
• CompTIA A+, Network+, Apple, or similar industry certifications

Working Conditions

• Monday–Friday schedule with an 8-hour shift beginning at 7:00 AM Central
• Work takes place across both office and warehouse environments
• Occasional after-hours work may be required for planned projects
• Ability to move throughout office and warehouse areas to provide hands‑on support
• Ability to lift and carry IT equipment weighing up to 20 lbs.