IT Helpdesk Level 2

As an IT Helpdesk Level 2 team member at Nationwide Studios, you’ll be at the forefront of technical support, providing advanced troubleshooting and solutions for software, systems, and IT equipment company-wide. This role requires a proactive approach to identifying issues and creating solutions, whether through direct communication or our ticketing system. This is an ideal position for a detail-oriented problem-solver who enjoys making a difference in the efficiency and success of every employee.

Key Responsibilities

Your responsibilities include, but are not limited to:

• Technical Support: Assist internal employees with advanced technical issues across all software and hardware platforms, exceeding the scope of Level 1 support.


• Problem Escalation: Identify and escalate complex issues to senior IT members as needed, ensuring timely solutions for high-impact challenges.


• Process Improvement: Continuously analyze existing systems and processes, identifying opportunities to enhance functionality and streamline operations.


• Employee Onboarding/Offboarding: Manage the technical onboarding and offboarding for employees, ensuring a seamless setup and transition process.


• Documentation & Communication: Keep accurate records of support activities and contribute to ongoing documentation for user training and support materials.

Supervisory Responsibilities

This role does not have direct reports but provides valuable leadership within the IT helpdesk team by supporting Level 1 personnel and helping elevate the team's expertise.

This position will be an in office position located in Hendersonville, TN.  Salary will range between $50,000 - $60,000/year and will be determined based upon experience.  Benefits are available with this position. 

Qualifications

Required:

• Education: Associate's degree in a technology-related field or equivalent hands-on experience.


• Skills: Excellent analytical and problem-solving abilities, strong knowledge of computer systems, and a talent for effective listening.


• Communication: Friendly, patient demeanor with strong verbal and written communication skills.


• Technical Proficiency: Experience managing users in the Microsoft 365 environment.

Preferred:

• Experience: 3-5 years in IT support or customer service roles.


• Certifications: Industry certifications (CompTIA, Cisco, Microsoft) are a plus.


• Tools & Systems: Experience with Microsoft Intune, Cisco Umbrella, Active Directory, and the full Microsoft Office 365 suite.

Physical Demands

This role may require some physical activity, such as moving and setting up IT equipment. Reasonable accommodations will be made to support employees with disabilities in fulfilling essential job functions.