IT Support Specialist

Service Desk Engineer

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 Service Desk Engineer 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.