System Administrator-Tier 1 Help Desk

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 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: Previous experience in an IT support or helpdesk role is a plus, but not required. Fresh graduates are encouraged to apply.
• Technical Skills:
• Basic knowledge of computer hardware and operating systems (Windows, macOS, Linux        
• Understanding of networking concepts (Wi-Fi, LAN, VPNs, etc.) and troubleshooting basic network connectivity issues.
• 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).
• Knowledge of Active Directory for user account management.
• Familiarity with remote desktop support tools (e.g., Splashtop).
• Basic understanding of IT security principles and practices (e.g., password policies, malware protection).

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/