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Help Desk Specialist
Help Desk SpecialistADDA Infusion • Nashville, TN, United States
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Help Desk Specialist

Help Desk Specialist

ADDA Infusion • Nashville, TN, United States
5 days ago
Job type
  • Full-time
Job description

Schedule :

  • Onsite : Tuesday, Wednesday, Thursday (regular)
  • Remote : Monday & Friday (occasional onsite as needed)
  • Hours : 9 : 00 AM - 6 : 00 PM

About Us : 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 Help Desk Specialist to join their team.

Why This Role?

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.

What You'll Do

  • 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.

    • Who You Are

  • 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.

    • Preferred Qualifications

  • Experience supporting retail environments.
  • Familiarity with basic project coordination.
  • Proficient with Google Docs and Google Sheets.
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    Help Desk Specialist • Nashville, TN, United States

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