IT Help Desk Technician — Customer-First Support

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 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.