Service Desk Personnel

We are seeking two customer-focused Service Desk Personnel to provide technical support, troubleshoot hardware and software issues, manage service requests, and assist employees with IT-related problems. The ideal candidates will have strong customer service skills, experience with IT support or call centers, and hands-on knowledge of printers, Active Directory, mobile devices, networking, application troubleshooting, and remote support tools., * Handle IT support calls and service requests, with the ability to manage up to 30 calls per day.

• Provide professional technical assistance and resolve common hardware and software issues.
• Create, assign, track, and update support tickets using ServiceNow.
• Troubleshoot network and local printers, including server print queues.
• Navigate Active Directory organizational units, look up account attributes, reset passwords, and unlock accounts.
• Configure and deploy iPhones and iPads, reset accounts and network settings, and perform device backups and restores.
• Support video conferencing platforms, including Cisco WebEx, Microsoft Teams, and Cisco Presence.
• Troubleshoot network connectivity issues involving VPN, LTE, Wi-Fi, and internal or external connections.
• Resolve application access, account permission, compatibility, and browser-related issues.
• Provide remote support through MSRA, RDP, Microsoft Teams, and WebEx.
• Assist with hardware deployment, installation, and troubleshooting.
• Maintain accurate documentation of incidents, service requests, and resolutions.

• Excellent customer service and communication skills.
• Ability to lift at least 50 pounds.
• Ability to manage a high volume of support calls.
• Basic to intermediate IT troubleshooting skills across hardware, software, printers, mobile devices, and networking.
• Ability to work onsite in Nashville, Tennessee.

Preferred Qualifications

• IT service desk, help desk, or IT call center experience.
• Experience with ServiceNow or another ticket management system.
• Knowledge of Active Directory and user account administration.
• Experience supporting iOS devices and video conferencing systems.
• Familiarity with remote desktop and remote assistance tools.