Help Desk Specialist

IT Support TechnicianFull-Time | $55,000 – $65,000 + Benefits & BonusPortland, TNAbout the OpportunityWe are partnering with an award-winning, fast-growing organization experiencing continuous hyper growth across its operations. As the company scales, they are expanding their IT team and seeking a technically skilled IT Support Technician to support end users and maintain system performance across the business.This is a highly visible, hands-on role where you will serve as a key point of contact for all user-level IT support, working across departments and interacting with stakeholders at all levels, including executives.Position OverviewThe IT Support Technician will be responsible for delivering high-quality desktop and end-user support, ensuring seamless operation of hardware, software, and network systems. This role combines technical troubleshooting, customer service, and infrastructure support, with opportunities to assist in network and system installations.Key ResponsibilitiesUser Support & Ticket ManagementServe as the primary point of contact for IT-related questions and support requestsManage, prioritize, and resolve support tickets using a ticketing systemDeliver timely, efficient support while meeting SLA expectationsTechnical TroubleshootingDiagnose and resolve hardware issues including computers, laptops, printers, and scannersTroubleshoot software issues across Windows, macOS, and Microsoft 365 environmentsResolve connectivity issues related to networks, VPN, and remote accessAccount & User ManagementCreate and manage user accounts, permissions, and password resets using Active Directory or similar systemsSupport onboarding and offboarding processes, ensuring proper system accessRemote & Onsite SupportProvide remote support using VPN and screen-sharing toolsDeliver hands-on, onsite support for troubleshooting and installations as neededInfrastructure & InstallationsAssist with setup and installation of:Wired and wireless networksSecurity camera systemsPhone/VoIP systemsDoor access systemsNetwork and camera cablingDocumentation & Process ImprovementCreate and maintain knowledge base articles, FAQs, and IT documentationIdentify recurring issues and recommend process improvementsEscalation & CollaborationEscalate complex or unresolved issues to Tier 2/3 teamsCollaborate with internal IT teams to ensure system stability and performanceRequired Qualifications3+ years of experience in IT support, desktop support, or helpdesk rolesStrong knowledge of:Windows and macOS operating systemsMicrosoft 365 (Outlook, Teams, Office)Basic networking concepts (LAN/Wi-Fi/VPN)VoIP systems (preferred)Experience with Active Directory or similar user management platformsStrong problem-solving and troubleshooting skillsExcellent communication skills, with the ability to support non-technical usersCompTIA A+ certification (or equivalent) requiredWhat We’re Looking ForA customer-focused mindset with strong interpersonal skillsAbility to manage multiple priorities in a fast-paced, growth environmentComfort interacting with stakeholders across all levels of the organizationStrong attention to detail and commitment to service qualityA proactive, solutions-oriented approach to problem solvingCompensation & BenefitsBase salary: $55,000 – $65,000Comprehensive benefits including:Health Insurance401(k) with company matchHealth Savings Account (HSA)Paid Time OffWhy Join?Be part of an award-winning organization in a phase of rapid, sustained growthWork in a collaborative, high-impact IT teamGain exposure to both end-user support and infrastructure projectsOpportunity to grow your career as the company continues to scale