IT Service Desk Analyst (Onsite) - Nashville, TN

We are seeking an IT Service Desk Analyst to provide technical support and customer service to end users across hardware, software, network connectivity, user accounts, mobile devices, printing, and collaboration tools. The ideal candidate will have experience in an IT call center or service desk environment, strong troubleshooting skills, and the ability to manage support tickets while handling a daily call volume of up to 30 calls., Service Desk & Customer Support

• Respond to and resolve technical support requests through phone, ticketing systems, and remote support tools.
• Handle a daily call volume of up to 30 calls while maintaining service quality and professionalism.
• Provide customer-focused technical assistance and communicate solutions clearly to end users.
• Document troubleshooting steps, resolutions, and follow-up activities in the ticketing system.
• Assign, manage, update, and track service requests using ServiceNow.

Printer Administration & Troubleshooting

• Troubleshoot printer connectivity, configuration, and printing issues.
• Manage and troubleshoot server-based print queues and local print queues.
• Assist users with printer access and printing-related problems.

Active Directory Management

• Navigate different Organizational Units (OUs) in Active Directory.
• Search for user accounts and review account attributes.
• Reset passwords and unlock user accounts.
• Assist with user account access and basic directory administration tasks.

iOS Device Management, Support & Deployment

• Configure and deploy new iPhones and iPads.
• Troubleshoot iOS device setup and configuration issues.
• Reset iTunes accounts and network settings.
• Perform device backup and data restoration.
• Provide end-user assistance with mobile device functionality and connectivity.

Video Conferencing & Collaboration Support

• Troubleshoot Cisco Webex and Microsoft Teams.
• Support Cisco Presence video solutions.
• Assist users with meeting access, audio/video issues, and collaboration functionality.

Network Troubleshooting

• Diagnose internal and external network connectivity issues.
• Troubleshoot VPN connectivity.
• Support LTE and Wi-Fi connectivity issues.
• Identify and resolve basic network access and connection problems.

Application Troubleshooting

• Troubleshoot application access and account permission issues.
• Resolve compatibility and configuration issues.
• Identify and troubleshoot problems involving browser-based applications versus locally installed applications.

Remote Support

• Provide remote technical assistance using:
• Microsoft Remote Assistance (MSRA)
• Remote Desktop Protocol (RDP)
• Microsoft Teams
• Cisco Webex

Hardware Deployment

• Assist with hardware deployment, setup, configuration, and troubleshooting.
• Support end-user equipment installation and replacement activities.
• Handle and move equipment as required for deployment and support activities., Call Handling (Up to 30 Calls Daily): Required Active Directory: Required Password Reset & Account Unlock: Required Printer Administration & Print Queues: Required iOS Device Support & Deployment: Required iPhone / iPad Configuration: Required Cisco Webex: Required Microsoft Teams: Required Cisco Presence Video Solutions: Required Network Troubleshooting (VPN / Wi-Fi / LTE): Required Application Troubleshooting: Required Remote Support (MSRA / RDP): Required ServiceNow Ticket Management: Required Hardware Deployment: Required Ability to Lift 50 Pounds: Required Local to Nashville, TN: Required

The candidate must demonstrate excellent customer service, communication, and problem-solving skills and be comfortable supporting users through remote assistance tools and onsite hardware deployment activities., * Experience in IT service desk, technical support, or IT call center operations is preferred.

• Strong customer service, communication, and interpersonal skills.
• Ability to handle up to 30 support calls per day.
• Working knowledge of Active Directory user administration.
• Experience troubleshooting printers and print queues.
• Experience supporting iPhones, iPads, and iOS device deployment.
• Familiarity with Cisco Webex, Microsoft Teams, and video conferencing solutions.
• Basic network troubleshooting experience, including VPN, Wi-Fi, and LTE connectivity.
• Experience troubleshooting application access, permissions, and compatibility issues.
• Familiarity with remote support tools such as MSRA, RDP, Microsoft Teams, and Webex.
• Experience with ServiceNow ticket management and assignment.
• Ability to troubleshoot technical issues systematically and document resolutions.

Position Requirements:

• Onsite position based in Nashville, TN.
• Candidate must be local to the Nashville, TN area.
• Candidate must be available for an onsite interview.
• Must be able to lift at least 50 pounds.
• Must be comfortable performing hardware deployment and equipment handling activities.

GSK Solutions Inc. is a leading IT services company specializing in consulting solutions and staff augmentation. We deliver high-quality, on-time, and cost-effective solutions, consistently exceeding client expectations with superior execution.