Help Desk Technician

THIS JOB IS 100% IN OFFICE MONDAY THROUGH FRIDAY - PLEASE DO NOT APPLY IF YOU ARE NOT LOCAL TO THE AREA

Job Description:

We're excited to welcome a motivated Help Desk Technician to our team! This role is perfect for someone eager to dive into the world of web development and grow their skills. As part of the Premier Franchise Management Technology Team, you'll have the opportunity to learn about managing WordPress websites, explore front-end design, contribute to content creation, and discover techniques for optimizing website performance.

You’ve already been in the trenches - resolving tickets, wrangling user issues, and keeping the Microsoft ecosystem humming. Now you’re ready for an environment that will challenge you to go deeper, take on more ownership, and grow your technical career with a team that actually invests in its people. If you’re an IT support professional with a year or two of experience and a drive to level up, we want to hear from you.

What You'll Do:

• Serve as the first line of defense for end-user support - via phone and through our ticketing system
• Diagnose and resolve hardware, software, and peripheral issues across a growing franchise network
• Support and troubleshoot the full Microsoft 365 suite - Outlook, Teams, SharePoint, OneDrive, and beyond
• Handle Identity and Access Management (IAM) tasks including account creation, modification, MFA enrollment, and access provisioning in Active Directory and Azure AD / Entra ID
• Own the onboarding and offboarding process - from workstation setup to access removal
• Escalate complex issues to Tier 2/3 support with thorough, well-documented handoffs
• Build and maintain knowledge base articles and SOPs - as well as accurate support interaction records
• Participate in asset lifecycle tracking and hardware inventory management

What We're Looking For:

• 1–2 years of hands-on experience in a help desk or IT support role
• Solid working knowledge of Microsoft 365 and how the ecosystem powers day-to-day collaboration
• Familiarity with 365 Admin and Exchange Admin for user and group management
• A foundational grasp of networking concepts -DNS, DHCP, TCP/IP - and how they affect end-user troubleshooting
• Strong problem-solving instincts paired with a customer-first mindset
• Clear, confident communication - excellent written and verbal communication skills
• The ability to juggle multiple open tickets without dropping the ball
• Even better if you bring: CompTIA A+, ITIL Foundation, or MS-900 certification; experience with ITSM tools like ServiceNow, HappyFox, or Freshservice; exposure to Intune or SCCM; basic PowerShell scripting; or remote workforce support experience.

Why Join Us:

• Room to grow your skills in a structured, project-rich environment
• Direct exposure to cross-functional leaders and technology professionals
• A team culture that values new perspectives and rewards initiative
• The opportunity to move from executing tasks to owning outcomes
• A workplace that respects the balance between doing great work and recharging

What We Offer:

• Accelerated Growth: Jump-start your career with the Premier Franchise Management Technology Team.
• Meaningful Connections: Build a powerful professional network as you collaborate with our talented team and leaders throughout the organization.
• Culture of Innovation: Your fresh ideas aren't just welcome – they're celebrated. Join a team that thrives on creativity and forward-thinking.
• Data-Driven Development: Learn to leverage metrics to drive decisions and showcase your impact. We'll teach you to turn data into success stories.
• Continuous Learning: Feed your curiosity with our professional development programs. We’re lifelong learners, and we invest in your growth.
• Recognition and Rewards: Your efforts won't go unnoticed. We celebrate wins, big and small, and offer clear paths for advancement.
• Collaborative Spirit: Join a supportive team that believes in lifting each other up. Here, your colleagues become your biggest cheerleaders.
• Real-World Impact: See your work make a difference as you contribute to projects that shape our digital presence and user experience.

You'll Thrive Here If You're:

• A Collaborative Self-Starter: Excited to contribute your ideas while learning from a supportive team of experts.
• Curious and Data-Driven: Eager to dive into analytics and use insights to make impactful decisions.
• Passionate about Growth: Ready to embrace challenges and turn them into opportunities for personal and professional development.
• An Enthusiastic Learner: Thrilled by the idea of constantly expanding your skill set in a fast-paced digital landscape.
• A Creative Problem-Solver: Energized by finding innovative solutions and thinking outside the box.
• Results-Oriented: Motivated by seeing your work make a real difference in our web presence and user experience.
• A Team Player: Excited to celebrate wins together and support your colleagues in a positive work environment.
• Adaptable and Resilient: Ready to flex your skills across various projects and grow from both successes and setbacks.
• Tech-Savvy: Keen to explore the latest technologies and best practices.
• Value-Driven: Aligned with our commitment to excellence, continuous improvement, and user-centric design.

About Premier Franchise Management

For over 30 years, the Premier brand has been making swimming pool dreams become reality. We Build and Service residential pools and spas nationwide with over 160 locations across the United States. Premier Franchise Management is the Franchisor for all our locations and provides support to help grow each individual business in hopes of growing the brand internationally into the future!

Company Culture - every individual who works for the Premier brand is an extension of our family. Our exciting culture and family values are the utmost important mission. From the CEO to our franchise pool builders, everyone is treated with the highest level of respect and held to the greatest level of standards in their work and how they carry themselves both personally and professionally.

Core Values - from a humble background, our CEO has built this organization off strict core values to carry the continuance of our company culture into every home we enter to build a pool. These values are as follows:

• Integrity. The quality of being honest and having strong moral principles - 100% honest, 100% of the time!
• Work Ethic. The principle that hard work is intrinsically virtuous or worthy of reward - Give your customers, your company, and your co-workers maximum effort... every day!
• Team Player. The ability to put aside your personal goals and work well with your co-workers towards a common goal - Support and work together with everyone within the organization!
• Accountability. The willingness to accept responsibility for one's actions - Acknowledge your mistakes, learn from them, and commit to ensuring the same mistakes do not reoccur!
• Quality of Work. All work shall be performed in a professional manner in accordance with the predetermined specifications and expectations - Ensure that your work is completed promptly and void of error!

Learn more about our company, read our success story, and learn about our future growth and opportunity for individuals to write their own stories by visiting our website at https://premierpoolsfranchise.com.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Yearly pay

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Microsoft Exchange: 1 year (Preferred)

Ability to Commute:

• Franklin, TN (Required)

Ability to Relocate:

• Franklin, TN: Relocate before starting work (Required)

Work Location: In person