IT Support Specialist
About The Position
ADDA is partnering with a leading IT Managed Service Provider (MSP) dedicated to delivering exceptional IT support and services to their clients. They pride themselves on their commitment to customer satisfaction and their team-oriented work environment. We are currently seeking a dynamic and experienced Service Desk Engineer to join their team. This is an opportunity to join a fast-growing, innovative company known for its dynamic retail and corporate presence. You’ll gain exposure to both corporate office technology and national retail operations, learning how IT supports real-world business at scale. It’s a role where you’ll not only solve problems day-to-day but also directly contribute to store openings, technology rollouts, and process improvements in a high-growth environment.
Requirements
- Customer-focused with 1+ year of experience in a customer service role or IT support role.
- Curious problem-solver who digs into root causes, not just surface fixes.
- Critical thinker with a solutions-oriented mindset.
- Clear communicator who can explain technology to others via phone, chat, or ticketing system.
- Passionate about technology, process improvement, and helping people.
Nice To Haves
- Experience supporting retail environments.
- Familiarity with basic project coordination.
- Proficient with Google Docs and Google Sheets.
Responsibilities
- Review and triage incoming support requests in the Retail and Corporate Helpdesk queue; resolve or escalate to engineers as needed.
- Welcome new hires by setting up accounts, provisioning hardware/software, and ensuring a seamless first-day experience
- Partner with Retail Stores during internet outages, coordinating with Internet Service Providers to ensure quick recovery.
- Manage hardware logistics, including ordering, shipping, returns, and tracking for the Nashville location.
- Create and update documentation to support a single source of truth for processes and solutions.
- Support new Retail Store openings by ensuring timely delivery of hardware and coordinating onsite technician visits.
- Contribute to business continuity by dispatching field technicians and procuring replacement hardware as needed.
- Analyze ticket trends and prepare weekly summaries to support discussions on reducing recurring issues.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
