Service Desk Specialist

Join a dynamic IT environment as a Service Desk Specialist at 312 Rosa Parks Avenue, Nashville, TN. This hands-on, onsite role is ideal for skilled professionals seeking to leverage their technical expertise in supporting end-users, troubleshooting devices, and ensuring seamless IT operations. You’ll be the first point of contact for technical issues, playing a pivotal role in user satisfaction and IT service excellence., Respond efficiently to high call volumes (up to 30 calls per day) while delivering exceptional customer service

• Manage ServiceNow tickets: assignment, resolution, and escalation
• Administer and troubleshoot printer environments, including server print queues and local queues
• Perform Active Directory management: navigate OUs, reset passwords, unlock accounts, and update attributes
• Support, deploy, and troubleshoot iOS devices (iPhones, iPads): setup, account resets, backup/restore, and network settings
• Enable and troubleshoot video conferencing solutions: Cisco Webex, MS Teams, Cisco Presence
• Execute network troubleshooting: VPN, LTE, WIFI, internal/external connectivity
• Resolve application issues: account permissions, compatibility, browser vs installed applications
• Deliver remote support using MSRA, RDP, Teams, Webex
• Deploy and maintain hardware as needed
• Lift and move equipment up to 50 pounds

4-6 years’ experience in an IT Call Center or Service Desk role

• Strong customer service and people skills
• Proficient with printer administration and troubleshooting
• Active Directory expertise
• iOS device management and support
• Knowledge of video conferencing tools (Webex, MS Teams)
• Network and application troubleshooting
• Skilled in remote support technologies
• ServiceNow ticketing management
• Physically able to lift at least 50 pounds

[Preferred Skills]

• Previous experience supporting Cisco Presence video solutions
• Advanced troubleshooting of VPN and wireless networks
• Experience with hardware deployment in enterprise environments, Opportunity to work in a collaborative, engaging, and growth-oriented IT team
• Gain hands-on experience with the latest enterprise technologies
• Build expertise in network, application, and device support
• Potential for contract extension or conversion based on performance