On-Site Help Desk Technician — Multi-Brand IT Support

Highland Ventures; Brentwood (TN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Laptop provided

Medical, dental, life insurance plans

Flex Medical and Flex Daycare (FSA)

401(k) with 50% match

Paid time off + 7 paid holidays

Job summary

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.

Qualifications

• 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.

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, 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.

Skills

Networking fundamentals

Windows & Mac proficiency

Active Directory management

Problem-solving

Customer service

Communication skills

Ticketing systems experience

Tools

ServiceNow

Jira

Microsoft Intune

Cisco Meraki

Apple Business Manager

Power Automate

Exchange/Teams/SharePoint

Job description

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.