System Administrator-Tier 1 Help Desk

About the job 

Job Title: System Administrator-Tier 1 Help Desk 

Job Location: Hybrid- Brentwood, TN 
 

Job Summary: 

We are seeking a customer-focused and technically adept System Administrator to join our team. This position provides first-line support to end users by troubleshooting hardware, software, and network issues. The ideal candidate will possess strong problem-solving skills, a keen attention to detail, and the ability to communicate technical information clearly. This role is critical in ensuring smooth and efficient operations for our internal users and delivering high-quality support to resolve IT-related issues. 

Key Responsibilities: 

• First-Line Technical Support: Provide initial troubleshooting for hardware, software, network, and basic IT-related issues submitted by end users via phone, email, or support ticketing system. 

• Issue Diagnosis and Resolution: Identify and resolve technical issues, including system errors, application crashes, printer problems, and connectivity issues. 

• Ticket Management: Log, track, and manage support requests through the IT helpdesk ticketing system. Prioritize tickets based on urgency and severity, ensuring timely responses and resolutions. 

• Escalation to Higher Tiers: For issues that cannot be resolved at Tier 1, escalate the ticket to appropriate Tier 2 or Tier 3 technicians, providing thorough documentation for follow-up. 

• User Account Management: Assist with the creation, modification, and deletion of user accounts in Active Directory or other identity management systems. Handle password resets and permissions. 

• System and Software Setup: Assist in the installation and configuration of new hardware and software, including desktops, laptops, printers, and standard office applications. Working knowledge of Intune, Kandji, and MDM. 

• Training and Guidance: Provide basic guidance and training to end users on common software applications, hardware usage, and IT best practices to reduce recurring support requests. 

• Remote Support: Use remote desktop tools to assist users in resolving IT issues without requiring on-site presence, ensuring a fast response time. 

• Documentation: Maintain clear and accurate records of troubleshooting steps, resolutions, and user interactions in the ticketing system to create knowledge base articles and improve future support efficiency. 

• System Monitoring: Assist with monitoring IT systems and alert management, ensuring proper system performance and identifying potential issues early. 

Required Skills & Qualifications: 

• Education: High school diploma or equivalent; Associate’s degree in Information Technology, Computer Science, or related field preferred. 

• Experience: 2+ years of previous experience in an IT support or helpdesk role. 

• Technical Skills: 

• Basic knowledge of computer hardware and operating systems (Windows, macOS). 

• Understanding of networking concepts (Wi-Fi, LAN, VPNs, etc.) and troubleshooting basic network connectivity issues. 

• Basic understanding of IT security principles and practices (e.g., password policies, malware protection, least-privilege access). 

• Familiarity with various Microsoft 365 administrative portals (Intune, Defender, EntraID/AAD) 

• Understanding of modern cloud identity concepts (enterprise application management, single sign-on, multifactor authentication) 

• Customer Service: Excellent customer service skills, with the ability to communicate technical information in an easy-to-understand manner. 

• Problem-Solving: Strong analytical and troubleshooting skills to resolve issues efficiently and escalate when necessary. 

• Communication Skills: Strong written and verbal communication skills to interact with users and document IT issues effectively. 

• Organizational Skills: Ability to manage multiple tickets and prioritize issues effectively while maintaining a high level of attention to detail. 

Preferred Skills & Qualifications: 

• Experience with helpdesk software (e.g., Jira), remote support tools (e.g. Splashtop, Azure Virtual Desktop) 

• Experience with EntraID/Azure AD for user account management. 

• Ability to read and modify basic script written in Powershell, CMD, and bash 

• Experience with facilitating or performing regulatory audits (Specifically SOC 2 type 2 and/or PCI-DSS) 

• Experience or understanding in applying compliance polices to guide or enforce industry best-practices type standards. 
   

Work Environment & Physical Requirements: 

• Ability to work in an office environment, with occasional remote work flexibility. 

• May require occasional lifting and moving of IT equipment (e.g., desktops, printers, etc.). 

• The position may require shift work and after-hours support during peak periods or emergencies. 

Benefits: 

At StrategyCorps, we believe that innovation thrives in an environment where collaboration, respect, and empowerment are at the forefront. Our culture is built on trust, integrity, and a commitment to excellence. We foster a supportive and inclusive workplace where every voice is heard, and team members are encouraged to bring their authentic selves to work. 

Some of our benefits and perks include: 

• Opportunities for professional development and IT certification support. 

• 15 days of paid time off after first year 

• 15 paid holidays each year 

• Paid medical and dental plan for employee-only coverage 

• Health Reimbursement Account – HRA that assists with some medical deductible expenses 

• 3% 401k contribution based on annual salary, regardless of your contribution 

• Company-paid life insurance, short term, and long term disability coverage 

• Opportunities for professional development and IT certification support. 

Our company uses E-verify to confirm the employment eligibility of all newly hired employees. To learn more about E-verify, please visit: www.e-verify.gov/