IT Service Desk Technician

We are seeking a dependable, customer-focused IT Service Desk Technician to join our technical support team in Nashville, TN. In this role, you will deliver front-line Tier 1/Tier 2 technical support, handle incoming user inquiries, and resolve hardware, software, and network connectivity issues across enterprise systems. The ideal candidate pairs strong diagnostic capabilities with exceptional customer service skills and thrives in a structured support environment., * Provide first- and second-level technical assistance via phone, email, and remote sessions, handling an incoming volume of up to 30 calls per day.

• Log, prioritize, document, assign, and resolve incident and service request tickets utilizing ServiceNow.
• Perform Active Directory administration, including account lockouts/unlocks, password resets, user attribute lookups, and organizational unit (OU) navigation.
• Configure, deploy, enroll, and troubleshoot iOS mobile devices (iPhones and iPads), including backup/restore operations, network resets, and account configuration.
• Manage and troubleshoot print services across enterprise server print queues and local desktop setups.
• Troubleshoot end-user network connectivity issues across internal vs. external networks, corporate VPN, Wi-Fi, and LTE connections.
• Diagnose application-level problems involving permission levels, browser vs. locally installed software differences, and OS compatibility settings.
• Deliver remote desktop assistance using tools such as MSRA, RDP, Microsoft Teams, and Cisco Webex.
• Support and troubleshoot conference room and desktop video conferencing platforms (Microsoft Teams, Cisco Webex, and Cisco Presence solutions).
• Assist with physical hardware staging, setup, deployment, cabling, and workstation moves.

• Prior professional experience working in an IT Call Center or Service Desk environment.
• Hands-on experience with Active Directory management and account administration.
• Demonstrated proficiency supporting Windows operating systems and common enterprise productivity suites.
• Experience administering mobile devices (Apple iOS / iPads / iPhones) in a business setting.
• Working familiarity with IT Service Management (ITSM) ticketing tools, preferably ServiceNow.
• Strong interpersonal, verbal, and written communication skills with a clear commitment to customer service excellence.
• Physical capability to lift, transport, and set up IT equipment weighing up to 50 lbs.
• Must be local to the greater Nashville, TN metropolitan area and able to work 100% on-site.
• Must successfully pass standard background check verifications prior to starting., * IT Help Desk / Call Center Support (Required 2 Years)
• Customer Service & Phone Support (Required 2 Years)
• Active Directory (OU Navigation, Password/Account Resets) (Required 2 Years)
• Remote Support Tools (RDP, MSRA, Teams Remote) (Required 2 Years)
• Hardware Deployment & PC Setup (Required 2 Years)
• Physical Equipment Handling (Lifting up to 50 lbs) (Required 2 Years)
• ServiceNow (Incident & Request Management) (Highly Desired 1 Years)
• iOS Device Management & Setup (iPads / iPhones) (Highly Desired 1 Years)
• Printer Administration (Server Queues & Local Drivers) (Highly Desired 1 Years)
• Network Connectivity Troubleshooting (VPN, Wi-Fi, LTE) (Desired 1 Years)
• Video Conferencing Systems (Cisco Webex, MS Teams, Cisco Presence) (Desired 1 Years)
• Application & Browser Compatibility Troubleshooting (Desired 1 Years)
• Mobile Device Management (MDM / Intune / JAMF) (Nice to Have 1 Years)