Freshdesk Jobs (NOW HIRING)

Location: Birmingham, Alabama On-site
Level: Entry-level
Department: Information Technology
Travel: Occasional travel between company locations, including overnight travel, may be required

We are seeking an IT Support Specialist to provide responsive, professional technical support to employees across multiple company locations. This is an entry-level opportunity for someone with a solid technical foundation, strong troubleshooting instincts, and an interest in developing a career in information technology.

You will support Windows computers, mobile devices, user accounts, business applications, network connectivity, and internal proprietary systems. You will work closely with other IT team members to resolve support requests, prepare equipment, maintain accurate documentation, and ensure employees have reliable access to the technology they need.

• Respond to and resolve technical support requests submitted through Freshdesk, phone, email, and approved support channels.
• Troubleshoot Windows 11 computers, printers, peripherals, software, and basic network connectivity issues.
• Create, update, disable, and troubleshoot user accounts in Active Directory, Google Workspace, and other authorized systems.
• Configure and deploy computers, mobile devices, and related equipment for new and existing employees.
• Enroll, configure, and support company-owned mobile devices using Hexnode and related mobile-device management tools.
• Support Wi-Fi, VPN, internet connectivity, and basic wired-network issues.
• Assist employees with Google Workspace applications, including Gmail, Drive, Docs, Sheets, Calendar, and shared resources.
• Support internal proprietary applications and escalate complex issues to the appropriate internal team or vendor.
• Document troubleshooting steps, resolutions, equipment assignments, and user communications in the ticketing system.
• Follow established procedures for employee onboarding, offboarding, access changes, equipment returns, and device replacements.
• Maintain accurate hardware, software, and mobile-device inventory records.
• Assist with software installation, operating-system updates, security tools, and endpoint compliance.
• Protect confidential company and employee information by following access-control and cybersecurity policies.
• Communicate technical information clearly and professionally to users with varying levels of technical experience.
• Participate in IT projects and other technical assignments as needed.
• Travel occasionally between company locations to deploy equipment, troubleshoot issues, or support company operations. Some assignments may require overnight travel.

• High school diploma or equivalent.
• Foundational knowledge of Windows 11 configuration and troubleshooting.
• Basic understanding of computer hardware, software installation, user accounts, permissions, and network connectivity.
• Ability to troubleshoot common issues involving laptops, desktops, printers, mobile devices, Wi-Fi, and business applications.
• Strong customer-service, communication, organization, and problem-solving skills.
• Ability to document work accurately and manage multiple support requests.
• Willingness to learn unfamiliar applications and internal proprietary systems.
• Ability to work on-site in Birmingham, Alabama.
• Ability and willingness to travel between company locations, including occasional overnight travel.
• Valid drivers license and reliable transportation, subject to applicable company travel policies.
• Ability to lift and move computers, monitors, printers, and related equipment, with or without reasonable accommodation.

• Associate degree, technical diploma, certification, or coursework in information technology or a related field.
• Previous help-desk, technical-support, customer-service, internship, or hands-on lab experience.
• Familiarity with Active Directory and basic user and group administration.
• Experience with Google Workspace administration or end-user support.
• Exposure to Freshdesk or another ticket-management platform.
• Familiarity with Hexnode or another mobile-device management platform.
• Basic knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and network troubleshooting.
• CompTIA A+, Network+, Google IT Support, Microsoft, or similar entry-level certification.
• Experience supporting Android mobile devices.

Equivalent education, certifications, personal projects, internships, and relevant hands-on experience will be considered.

• Operating systems: Windows 11
• Identity and access: Microsoft Active Directory
• Productivity: Google Workspace
• Ticket management: Freshdesk
• Device management: Hexnode
• Support areas: Computers, mobile devices, printers, networking, Wi-Fi, VPN, and user access
• Business applications: Internal proprietary systems and third-party platforms

Benefits should be updated to reflect the companys actual offerings and may include:

• Competitive entry-level compensation
• Health, dental, and vision insurance
• Paid time off and company holidays
• Retirement plan
• Mileage reimbursement or company-paid travel expenses
• Training and professional-certification opportunities
• Career development within the IT department

We are an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs. We welcome applicants from all backgrounds and provide reasonable accommodations throughout the hiring process.

#LeadDog