IT Help Desk Technician

This position is based on-site at our Corporate Headquarters in Oak Ridge, TN. The Final date to receive applications for this opportunity is June 17, 2026.

The IT Help Desk Technician provides Level I (tier-one) technical support as the first point of contact (triage) for all IT incidents and service requests, with a strong focus on customer service, structured problem solving, clear communication and thorough evaluation and triage of issues to escape to level II (Tier-two) technicians or appropriate IT groups.

This role supports end users and other members of the IT department by:

• Performing initial triage and basic to intermediate troubleshooting of application software, operating systems, computer hardware, mobile devices, and peripherals.
• Accurately assessing priority and impact.
• Resolving common issues where possible and escalating appropriately to Level II and Level III when needed.
• Providing regular, proactive updates to customers on ticket status.
• Provides first-level support for conference room, meeting room, training room, and basic event A/V technology, including troubleshooting and escalation for more complex A/V issues.
• Field work, including on-site support at branches.

• Provides Level I Help Desk technical support and triage via phone, email, remote tools, and in person, which includes:
  • Serving as the first point of contact for IT issues and requests.
  • Gathering detailed information about the issue (who, what, when, where, impact).
  • Performing initial diagnosis and resolving common, documented issues.
  • Using scripts, checklists, and knowledgebase articles to guide troubleshooting.
  • Keeping customers informed with clear, non-technical explanations and expected next steps.
  • Creating and updating tickets in the service/ticket management system with accurate details, work performed, and outcomes.
• Supports the following environments at a Level I scope:
  • Windows desktop and laptop computers (including Surface devices) with their software applications and peripherals.
  • Virtual Desktop Infrastructure (VDI) – basic session access issues, logon failures, and client-side checks, escalating more complex VDI issues to Level II.
  • Apple/macOS computers and iOS/iPadOS devices (Mac, iPhone, iPad) used by staff for business purposes including basic setup and troubleshooting.
  • iPhone and Android mobile phones, including email, MFA enrollment, and basic app configuration.
  • Productivity and collaboration tools such as Microsoft 365 and/or Google Workspace (per organizational standard).
  • Provides basic first-level support and triage for employees using physical security access badge systems and security camera viewing applications, such as assisting with login or basic usage questions and creating or routing tickets to the appropriate teams for any system administration, installation, placement, configuration, or monitoring needs.
• Performs triage and ticket routing with a focus on accuracy and customer impact:
  • Assigns appropriate priority and category based on business impact and urgency.
  • Resolves issues within the Level I scope whenever possible.
  • Escalates tickets to Level II or Level III when issues exceed Level I capabilities, including all relevant details, steps taken, and user impact.
  • Follows up with users on escalated tickets to ensure they are informed of status and next steps, even when work is being performed by higher tiers.
• Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines:
  • Performs on-site assistance for standard deployments, desk setups, basic hardware replacements, and moves/adds/changes.
  • Ensures equipment is functioning as expected and the user is comfortable with basic usage.
  • Communicates plans, timelines, and any changes to branch staff and management.
  • Basic setup, testing, and support of standard A/V endpoint devices in meeting and training spaces, such as room PCs, cameras, microphones, speakers, displays, and conferencing accessories, within established standards and procedures.
  • Field and branch work includes driving to and from branch locations
• Provides first-level support for Audio/Visual systems, meeting room technology, and basic event technology, which includes:
  • Providing first-level troubleshooting for conference room, meeting room, boardroom, training room, and other collaboration-space A/V systems.
  • Supporting common A/V technologies including displays, projectors, microphones, speakers, cameras, docking devices, presentation connections, and conferencing endpoints.
  • Assisting users with basic operation of unified communications and meeting platforms such as Microsoft Teams Rooms, Zoom Rooms, Webex, or other organizational standards.
  • Performing basic room checks, operational testing, and issue verification before or during meetings, trainings, and small events.
  • Supporting simple room setup, reconnecting peripherals, verifying signal path/connectivity, restarting room…