IT Service Desk Technician I

Propelled Brands® is the multi-brand platform company under which service industry franchise brands operate and grow. Our current brands include FASTSIGNS®, My Salon Suite®, and Camp Bow Wow®. We foster a supportive, motivating culture with a focus on franchising and franchisee success.

Benefits

• Employer-sponsored medical and dental plans
• Voluntary benefits such as vision, critical illness, accident, and pet insurance
• 100% employer-sponsored Short-Term Disability, Long-Term Disability, and Basic Life Insurance
• Retirement Savings employer match up to 3% (100% vested)
• Generous paid time off policies
• Paid Parental Leave for mothers and fathers

About the Role

The Service Desk Technician Level I provides first-level technical support to franchisees and corporate employees, both in-office and remote. This role resolves computer hardware, software, user account, and basic network-related issues while delivering a professional customer experience. Reporting to the Manager, IT Service Desk, this position documents, tracks, prioritizes, and monitors support requests to ensure timely resolution.

Responsibilities

• Provide frontline IT support, including triage and resolution of technical issues
• Respond to incoming requests related to computer systems, software, hardware, and user access
• Manage user account lifecycles in Google Workspace and Microsoft 365 environments
• Monitor, prioritize, and process Service Desk tickets on a first-in, first-out basis
• Research and resolve questions related to supported software and computing platforms in a professional and courteous manner
• Document technical support requests and resolutions accurately and thoroughly
• Install, configure, modify, and repair computer hardware and software
• Guide users through troubleshooting and problem-solving processes
• Follow up with users, provide feedback, and see issues through to resolution
• Assist with maintaining inventory of IT equipment, software, and software licenses
• Escalate critical or complex issues to the appropriate team members
• Maintain regular and predictable attendance
• Perform other duties as assigned

Requirements

• Exceptional customer service and communication skills
• High school diploma, associate degree in Computer Information Systems or a related field, or equivalent work experience
• Up to three years of experience in a Service Desk Technician, help desk, or technical customer support role, preferably within a mid-sized company
• Working knowledge of computer hardware, including desktops, laptops, mobile devices, and peripherals
• Basic networking fundamentals and troubleshooting skills
• Proficiency with Microsoft Windows, macOS, and Microsoft Office
• Experience supporting Google Workspace and Microsoft 365 end users
• Familiarity with virus and malware identification and removal
• Experience configuring and troubleshooting iPhone and Android devices
• Ability to configure and troubleshoot printers and phone systems
• Strong organizational skills and attention to detail
• Ability to prioritize multiple requests and work effectively in a fast-paced environment
• Ability to lift and move equipment weighing up to 50 pounds on occasion

Qualifications

• CompTIA A+ certification preferred
• CompTIA Network+ or HDI Help Desk certification is a plus
• Positive, ethical, and solutions-oriented approach to supporting customers
• Ability to communicate technical information clearly to users with varying levels of technical experience

Schedule

Full-time position with a shift assignment between 7:00 a.m. and 6:00 p.m. Central Time, Monday through Friday. Occasional evening or weekend work may be required. Travel may be required up to 10%.