Information Technology Support Specialist

THE OPPORTUNITY: Be the Front Line Behind the Technology That Keeps Fuse Moving we are seeking an IT Support Specialist to provide technical support for approximately 600 employees across our warehouses and offices in the United States, United Kingdom, and European Union. Based on site at our Goodlettsville, Tennessee facility, you'll support team members across multiple locations while also providing hands-on assistance to our local office and warehouse teams. This is a high-volume support role for someone who can independently manage requests, communicate clearly, and knows when to solve an issue and when to bring in senior IT resources. You'll support everything from employee onboarding and device deployment to access requests and everyday Windows and Mac issues.

KEY RESPONSIBILITIES: Monitor, prioritize, and resolve support requests through our ticketing system while communicating with users across multiple time zones. Coordinate employee onboarding and offboarding, including accounts, access, device setup, access removal, and equipment recovery. Deploy, configure, maintain, and track Windows and macOS laptops, mobile devices, and peripherals. Prepare and ship technology equipment to other Fuse locations. Administer user accounts, groups, licenses, and devices across identity, email, and device-management platforms. Provide hands-on support for office and warehouse technology, including printers, label printers, scanners, and network connectivity. Process application access, license assignments, and account changes across company SaaS platforms. Maintain knowledge-base articles, asset records, and ticket documentation. Escalate complex infrastructure or security issues to senior IT staff with clear supporting information. Identify recurring issues and recommend process improvements, documentation, or automation. Assist with onboarding and training future support team members.

WHAT YOU'LL BRING: TO THE TABLE3+ years of hands-on IT support experience in a multi-user business environment. Strong Windows support experience with working proficiency in macOS to Strong Windows & Mac support experience. Experience administering user accounts, licenses, mailboxes, and MFA within cloud-based email and productivity environments. Hands-on experience with employee onboarding, offboarding, and device deployment. Experience working within a ticketing system and independently managing a support queue. Strong written communication skills—you'll support many users remotely through tickets, chat, and remote sessions. Good judgment around when to independently resolve an issue and when to escalate. Trustworthiness and sound judgment when working with administrative access and sensitive systems. Ability to successfully complete a background check. WHAT SETS YOU APARTYou Own the Queue You don't need someone constantly telling you what comes next. You can prioritize requests, communicate with users, and keep things moving. You're a Problem Solver You enjoy troubleshooting, but you also look beyond the immediate fix. If something keeps happening, you're thinking about documentation, process improvement, or automation. You're Service-Minded Whether you're helping someone standing in front of you in the warehouse or supporting a teammate thousands of miles away, you understand that great IT support is also great customer service. You're Trusted with the Keys You'll work with administrative access, employee accounts, company devices, and sensitive information. Good judgment and security awareness matter. You're Ready to Grow We're building for the future. As the support function grows, you'll have the opportunity to help train future team members and potentially step into a lead role.

Bonus Points: Experience with any of the following is a plus: Identity providers (IdP), SSO, SAML, and SCIMMobile device management and automated enrollment for Windows and macOSNetworking fundamentals including switching, wireless, cabling, and connectivity troubleshooting Warehouse, logistics, or live production environments Training or mentoring support staff Networking, security, or systems administration Power Shell, Bash, or similar scripting CompTIA A+, Network+, Apple, or similar industry certifications

Working Conditions: Full-time, onsite position at our Goodlettsville, Tennessee facility Monday–Friday schedule with an 8-hour shift beginning at 7:00 AM Central Work takes place across both office and warehouse environments Occasional after-hours work may be required for planned projects Ability to move throughout office and warehouse areas to provide hands-on support Ability to lift and carry IT equipment weighing up to 20 lbs.