Help Desk Technician

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Knoxville, TN | Helpdesk Technician | Full‑time

We are actively recruiting a Helpdesk Technician for our client in Knoxville, TN
. This is a 6‑month contract‑to‑hire opportunity that will require onsite work daily in Knoxville. This is an excellent opportunity for an IT professional eager to grow into cybersecurity with hands‑on exposure to advanced security tools and practices. Must have 1‑2 years of helpdesk or technical support experience and strong communication skills
. Due to client request, candidates must be eligible to work in the United States without sponsorship.

• Serve as the first line of support for client inquiries via phone, ticketing systems, and remote tools.
• Troubleshoot hardware, software, network, and security‑related issues with accuracy and professionalism.
• Document all support activity in the ticketing system, ensuring clarity, timeliness, and completeness.
• Escalate complex issues per established workflows.

• Support endpoint detection & response operations, including reviewing alerts, performing triage, and assisting with remediation.
• Perform basic penetration testing tasks and client security assessments using approved tools.
• Review system and application logs for irregularities, threats, or suspicious activity.
• Assist in monitoring and maintaining SOC tools, notifications, and communication workflows.
• Participate in security posture improvement initiatives for client environments.

• Represent the organization with polished communication, etiquette, and professionalism at all times.
• Regularly interact with business leaders and clients who prioritize traditional professionalism.
• Maintain high standards of personal presentation and client‑facing demeanor.

• Bachelor's Degree in Business or Information Technology
• 1‑2 years of Helpdesk, Technical Support, Desktop Support, or IT Operations experience.
• Strong written and verbal communication skills.
• Motivated, curious mindset with a strong desire to learn security tools and methodologies.
• Professionalism suitable for regular interaction with executive‑level contacts.
• Must be able to work onsite daily.

Candidates are not expected to have all of these; similar tools are acceptable.

• Trend Micro EDR (or other EDR platforms such as Crowd Strike, Sentinel One, Carbon Black)
• Ninja One / Ninja RMM (or similar remote monitoring tools: Connect Wise, Kaseya, Datto RMM)
• Galactic Advisors (or pen‑testing tools: Nessus, OpenVAS, Burp Suite, Metasploit)

• Augment
• Petra
• Atakama

• Highly dependable with strong follow‑through.
• Demonstrated maturity, integrity, and discretion while handling sensitive client environments.
• Capable of working independently with limited local supervision.
• Adaptable to changing client needs, including variable schedules.

• Extensive first‑month onboarding and structured training.
• Opportunity to gain hands‑on experience across a wide range of cybersecurity disciplines.
• Direct client impact and the chance to become a foundational team member in the region.
• Clear long‑term career pathways in cybersecurity, operations, engineering, and leadership.
• Potential future investment/ownership opportunities for high performers a rare offering in this space.

Equal Opportunity Employer/Veterans/Disabled