Service Desk Personnel

Position: Service Desk Personnel

Location: Nashville, TN 37243 - 100% Onsite from day one - Only Local candidates

Duration: 12 Months plus

Position Overvie

wWe are seeking a customer-focused and technically skilled Service Desk Technician to provide first-level IT support for end users across the organization. The ideal candidate will have experience in help desk operations, Active Directory administration, device deployment, network troubleshooting, and customer service. This role requires strong communication skills, the ability to manage multiple support requests, and a commitment to delivering exceptional technical support

.Key Responsibilitie

sService Desk & Customer Suppor

• tProvide first-level technical support via phone, email, and remote support tools
• .Handle a call volume of up to 30 support requests per day
• .Create, manage, assign, and resolve incidents and service requests using ServiceNow
• .Deliver excellent customer service while troubleshooting user issues efficiently

.Active Directory Administratio

• nManage user accounts within Active Directory
• .Navigate Organizational Units (OUs) and review user attributes
• .Reset passwords and unlock user accounts
• .Assist with user access management and account maintenance

.Printer Administration & Troubleshootin

• gTroubleshoot network and local printer issues
• .Manage print queues on print servers and local workstations
• .Resolve printing and connectivity problems

.iOS Device Management & Deploymen

• tConfigure and deploy iPhones and iPads
• .Reset iTunes accounts and network settings
• .Perform device backup and restore operations
• .Support mobile device troubleshooting and user setup

.Video Conferencing Suppor

• tProvide support for virtual meeting platforms including
• :Microsoft Team
• sCisco WebE
• xCisco Presence Video Solution
• sAssist users with meeting setup, connectivity, and troubleshooting

.Network Troubleshootin

• gDiagnose and resolve network connectivity issues
• .Troubleshoot
• :VPN connection
• sWi-Fi connectivit
• yLTE/mobile network issue
• sInternal and external network access problem

sApplication Suppor

• tTroubleshoot software and application issues
• .Resolve permission and access-related problems
• .Diagnose browser versus installed application compatibility issues
• .Support end-user application functionality and performance

.Remote Suppor

• tProvide remote technical assistance using
• :Microsoft Remote Assistance (MSRA
• )Remote Desktop Protocol (RDP
• )Microsoft Team
• sCisco WebE

xHardware Deployment & Suppor

• tDeploy and configure desktops, laptops, printers, and mobile devices
• .Perform hardware replacements and upgrades
• .Assist with workstation setup and relocation activities
• .Must be able to lift and move equipment weighing up to 50 pounds

.Required Skills & Qualification

• sExperience working in an IT Help Desk, Service Desk, or Technical Support environment
• .Strong customer service and communication skills
• .Experience with Active Directory administration
• .Knowledge of printer administration and troubleshooting
• .Experience supporting iOS devices (iPhone/iPad)
• .Familiarity with Microsoft Teams, Cisco WebEx, and video conferencing technologies
• .Understanding of networking concepts including VPN, Wi-Fi, LTE, and connectivity troubleshooting
• .Experience with remote support tools and techniques
• .Experience using ServiceNow or similar ticketing systems
• .Ability to work independently and manage multiple priorities

.Preferred Qualification

• sPrevious IT Call Center experience
• .Experience supporting enterprise environments
• .CompTIA A , Network , or related certifications are a plus

.Key Technologie

• sActive Director
• yServiceNo
• wMicrosoft Team
• sCisco WebE
• xCisco Presenc
• eiOS Devices (iPhone/iPad
• )VPN, Wi-Fi, LT
• EMSRA, RD
• PPrinter Administration & Print Server
• sWindows Desktop Suppor