Service Desk Personnel

Job Title: IT Service Desk Specialist
Nashville,TN
Onsite

Key Responsibilities:

• Help Desk & Ticketing: Manage a daily volume of up to 30 support calls, providing top-tier customer service. Oversee ticket lifecycle management and assignment using ServiceNow.

• Remote & Application Support: Provide remote assistance using tools such as MSRA, RDP, MS Teams, and Cisco Webex. Troubleshoot application issues, including account permissions, compatibility settings, and browser-based versus locally installed software.

• Active Directory Administration: Navigate various Organizational Units (OUs), look up user attributes, manage account unlocks, and execute password resets.

• Device & Hardware Management: Deploy and manage hardware and mobile devices. Support iOS deployments (iPhones/iPads), including new setups, data backup/restoration, and resetting iTunes or network settings.

• Network & Connectivity: Diagnose and resolve network access issues across Internal/External connections, VPNs, LTE, and Wi-Fi.

• Video Conferencing Support: Facilitate and troubleshoot virtual meetings across MS Teams, Cisco Webex, and Cisco Presence video solutions.

• Print Administration: Manage and troubleshoot both local and server print queues.

Qualifications & Requirements:

• Prior experience in an IT Call Center or high-volume Help Desk environment is highly preferred.

• Exceptional interpersonal and customer service skills, with the ability to communicate technical solutions to non-technical users clearly.

• Hands-on experience with ServiceNow for ITSM and ticketing.

• Proficiency in Active Directory management and remote desktop support.