IT Service Desk Technician

Position: IT Service Desk Technician (On Site)Location: Knoxville, TNEmployment Type: ContractJob Functions: Information TechnologyJob Summary:Serve as the front line of technical support for a large, distributed operating environment supporting point-of-sale (POS) systems, end-user devices, and core business applications across multiple locations. This role is built for professionals who can operate in a call-center style structure, manage high ticket volume, and resolve issues with urgency, accuracy, and ownership.This is not a back-office IT role. It is an operations-critical position supporting frontline teams where uptime, speed, and communication matter.What You’ll Be Responsible ForFrontline Technical SupportMonitor, schedule and replace store hardware with latest modelMonitor and track shipment progress for each hardware being replaced.Created dispatch requests our 3rd party vendors to arrive at locations to install hardware.Collaborate our Technology Depot to configure and ship equipment, and to also gather replaced equipment back to our facility.Create tickets into Service Now for each location and log detailed information about the progress of each replacement.Communicate to the field when shipments and technician dispatches are expected.Utilizing defined Service Desk processes and procedures, assist the 3rd party dispatches to install hardware, and then utilize documentation to configure the device ready for use.Work with the Life Cycle and communicate on each aspect of the project.Ensure all activities are in compliance with rules, regulations, policies and proceduresComplete other duties as assignedIncident Management & ResolutionDiagnose and resolve hardware, software, network, and access-related issues with speed and precision.Escalate complex issues appropriately while maintaining ownership and communication until resolution.Follow documented procedures and SLAs while identifying opportunities to improve response times and resolution quality.Documentation & Operational DisciplineAccurately document all interactions, actions, and resolutions in the ticketing system.Track recurring issues and contribute to knowledge base articles and process improvements.Maintain asset and equipment tracking with attention to accountability and compliance.Collaboration & Continuous ImprovementWork closely with Tier 2/3 support, infrastructure, and application teams to support system upgrades, rollouts, and operational initiatives.Identify patterns, root causes, and recommendations that improve stability, efficiency, and end-user experience.What Success Looks LikeIssues are resolved quickly, correctly, and with minimal disruption to operations.End users feel supported, informed, and confident in the IT function.Tickets are documented cleanly, trends are identified early, and preventable issues decrease over time.You operate calmly under pressure and perform consistently in a high-volume environment.Required Experience & CapabilitiesHigh School Diploma or equivalent certification required.Associate Degree in Computer Science or CompTIA A+ certification Preferred.One year service desk experience preferred.Hands-on experience supporting POS systems, retail or field-based operations, or multi-site organizations.Strong working knowledge of Windows environments, Microsoft 365, PowerShell, Python and common endpoint troubleshooting.Experience with ticketing systems (ServiceNow, Zendesk, Jira, or similar) and remote support tools.Foundational understanding of networking concepts (Wi-Fi, VPN, IP addressing).Ability to communicate clearly and professionally with non-technical users during high-stress situations.Ability to work independently and collaboratively.