About Propelled Brands Franchising, LLC

Propelled Brands® is the multi-brand platform company under which service industry franchise brands operate and grow. We are excited to propel brands forward. We know franchising, we love franchisees, and we have a supportive, motivating culture. Our current brands are FASTSIGNS®, My Salon Suite®, and Camp Bow Wow®.

What we offer

At Propelled Brands, our total rewards package is a direct reflection of our commitment to attracting and retaining top talent. Our benefits are built on the foundation of our core values: Make it Happen, Expertise and Mastery, Positive Attitude, Growth Mindset, and being Considerate. As a member of our team, you will find a supportive environment with rewards designed to help you thrive.

• 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% and 100% vested
• Generous paid time off policies
• Paid Parental Leave for mothers and fathers

About the opportunity

The Service Desk Technician Level I provides first-level technical support to franchisees and corporate employees, both in-office and remote. This role is responsible for resolving computer hardware, software, user account, and basic network-related issues while delivering a helpful, professional customer experience.

Reporting to the Manager, IT Service Desk, this position documents, tracks, prioritizes, and monitors support requests to ensure timely resolution. The ideal candidate is customer-focused, technically curious, organized, and comfortable following established processes while escalating critical issues when needed.

This is a 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%.

How You Will Make a Difference

• 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.

What You’ll Need

• Exceptional customer service and communication skills.
• A 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.

A Strong Candidate Will Have

• CompTIA A+ certification preferred.
• CompTIA Network+ or HDI Help Desk certification is a plus.
• A positive, ethical, and solutions-oriented approach to supporting customers.
• The ability to communicate technical information clearly to users with varying levels of technical experience.
• Ability to lift and move equipment weighing up to 50 pounds on occasion.

We believe that everyone is capable of great things. Because of this, we encourage you to apply even if you do not have 100% of the qualifications listed above.

EEO Statement   

Propelled Brands values diversity and inclusion because it brings richness and strength to our business. We envision diversity as encompassing an individual’s unique characteristics and experiences, including not only race, gender, ethnicity, age, religion, disability, national origin, and sexual orientation, but also personality, gender expression, military status, mental health, educational and career backgrounds, and other life experiences. We know that supporting and building diversity is the right thing to do for our employees, our franchisees, our franchisees’ teams, and our stakeholders.