IT Support Specialist

Project Worldwide; Knoxville (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

Project Worldwide in Smyrna, Tennessee, is seeking an IT Support Specialist to deliver hands-on desktop, laptop, and mobile device support, respond to incidents via email, chat, or ticketing systems, and keep business applications running smoothly.

You will troubleshoot hardware, software, network connectivity, security updates, and AV systems; configure devices, assist users, and escalate complex issues to higher-level teams as needed. This onsite role supports a dynamic enterprise environment.

Qualifications

• Association/Bachelor degree in IT or related field or equivalent experience.
• 2+ years IT support in a professional setting.
• Proficiency with macOS (12+) and Windows 10/11.
• Strong ability to configure desktops/laptops in a networked env.
• Experience with Microsoft Office and Google Workspace.
• Solid analytical, decision-making, and troubleshooting skills.
• Excellent communication, able to explain tech to non-tech users.
• Strong interpersonal skills and attention to detail.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Respond to incidents via ServiceNow and ensure timely resolution or escalation.
• Support desktops, laptops, mobiles, peripherals, and collaboration tools.
• Troubleshoot hardware, software, and connectivity issues; escalate when needed.
• Install, configure, and maintain desktop/laptop hardware and software; manage VMs.
• Instruct users on supported equipment and software usage.
• Address system security concerns; apply antivirus and updates.
• Support voice and AV communication systems.
• Provide hands-on assistance in data center/server room as needed.
• Participate in cross-functional initiatives and other duties as assigned.

Skills

Associate’s or Bachelor’s degree in IT

2+ years IT support

macOS and Windows proficiency

desktop/laptop configuration

Microsoft Office and Google Workspace

strong troubleshooting

clear communication

multitasking under pressure

data confidentiality

Education

Associate’s or Bachelor’s degree in IT/CS

Tools

ServiceNow

Active Directory

Intune

Google Workspace

Microsoft Office

Job description

Power the Creative Alliance Built for a New Era.

Project Worldwide is a radically collaborative alliance of elite independent agencies operating as one connected creative force. We are a Creative Alliance for the Ambitious. Project Worldwide is a global network of 13 agencies, 45 offices, and 2,300 creative allies united by Hyperconnected Creativity™. The alliance helps brands build meaningful brand experiences by connecting expertise across marketing, communications, entertainment, strategy, and innovation. Through collaboration and entrepreneurial thinking, Project agencies deliver bold ideas that challenge conventions and drive real impact for clients worldwide. Visit us at project.com.

Why Join Our Team?

Seamless Collaboration: We don’t believe in transactional structures. Our teams build and own the shared operational frameworks that allow talent, technology, and ideas to deploy fluidly across the alliance. You are the backbone that accelerates our speed-to-market.

An Environment of Ownership: We are an agency-first, employee-owned network. We invest heavily in our people, creating clear career pathways and fostering a professional corporate culture that is deeply inspired by brave brands and bold, modern creators.

Equal Opportunity Employer

Project Worldwide is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

About the Role

Position Summary

The IT Support Specialist is responsible for providing technical support across first, second, and, when needed, third-level issues. This role responds to support incidents via email, chat, phone, or ticketing systems and delivers hands-on assistance to employees using desktops, laptops, mobile devices, business applications, and collaboration tools. The technician will troubleshoot a wide range of issues, escalating complex problems when appropriate.

Essential Responsibilities

• Responds to incidents via ServiceNow, ensuring timely resolution or escalation of technical issues.
• Provides support for desktops, laptops, mobile devices, and associated peripherals.
• Troubleshoots and resolves hardware, software, and connectivity issues; escalates when necessary.
• Installs, configures, and maintains desktop/laptop hardware, software, and virtual machines.
• Instructs users on the use of supported equipment and software.
• Addresses system security concerns, including antivirus, malware, and software updates.
• Supports and maintains voice and audio-visual communication systems.
• Provides hands-on assistance in the computer/server room for hardware-related issues such as server reboots, SAN drive failures, or network switch problems.
• Participates in team and cross-functional initiatives as needed.
• Performs other duties as assigned in alignment with business needs.

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2+ years of IT support experience in a professional environment.
• Proficiency with macOS (version 12 and newer) and Windows 10/11 operating systems.
• Strong knowledge of desktop and laptop configuration in a networked environment.
• Familiarity with Microsoft Office and Google Workspace applications.
• Strong analytical, decision-making, and troubleshooting skills.
• Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong interpersonal skills and attention to detail.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines under pressure.
• Ability to read and interpret digital and printed data.
• Experience handling sensitive data with strict confidentiality and adherence to security protocols.

Preferred Qualifications

• Exposure to network operating systems and basic networking principles
• Knowledge of Google Gemini AI, Microsoft Entra/Active Directory end-user administration, JD Edwards, Cisco IP Telephony, Microsoft Intune, Mosyle Business, Apple Business Manager, SentinelOne, and Service-Now.

Work Environment & Physical Requirements

This role is classified as onsite, with work being conducted at the Smyrna, Tennessee office to fulfill job responsibilities. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 to enable individuals with disabilities to perform the essential functions of this role.

• Standard office type work; prolonged periods of sitting and working on a computer (i.e., keyboard, mouse, and monitor).
• Physical demands may include walking, carrying, reaching, standing, and stooping.
• May involve occasional lifting of up to 25 pounds.

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time. This job description is not a contract and does not alter the at-will employment relationship between the employee and the Company.