IT Service Desk Technician

Position: IT Service Desk Technician (On Site)

Location: Knoxville, TN

Employment Type: Contract

Job Functions: Information Technology

Job 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 For

Frontline Technical Support

- Monitor, schedule and replace store hardware with latest model
- Monitor and track shipment progress for each hardware being replaced.
- Created dispatch requests our 3
*rd*
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 3
*rd*
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 procedures
- Complete other duties as assigned

Incident Management & Resolution

• Diagnose 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 Discipline

• Accurately 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 Improvement

• Work 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 Like

• Issues 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 & Capabilities

• High 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.