Service Desk Specialist

We are seeking a customer-centric and technically skilled Service Desk Specialist to join our IT support team on-site in Nashville, TN. In this role, you will serve as the first point of contact for technical issues, troubleshooting hardware, software, network, and mobile device inquiries. The ideal candidate has prior call center experience, strong problem-solving skills, and a commitment to delivering excellent customer service., * Ticket Management: Log, assign, and manage technical support requests using ServiceNow.

• Technical Support: Provide high-volume remote support (up to 30 calls/day) utilizing tools like MSRA, RDP, Microsoft Teams, and WebEx.
• Active Directory: Navigate OUs, look up user attributes, reset passwords, and unlock user accounts.
• Mobile Support: Manage, support, and deploy iOS devices (iPhones/iPads), including network settings reset, iTunes account configuration, and data backup/restore.
• Printer & Application Troubleshooting: Manage local and server print queues; resolve application compatibility, browser-based, and account permission issues.
• Network & Video Conferencing: Troubleshoot basic connectivity (VPN, LTE, Wi-Fi, internal vs. external networks) and support video conferencing solutions (Cisco WebEx, MS Teams, Cisco Presence).
• Hardware Deployment: Assist with the physical setup, lifting, and deployment of IT hardware.

• Location: Must be local or reasonably close to Nashville, TN (On-Site requirement).
• Physical Demands: Ability to lift and move equipment weighing up to 50 pounds.
• Customer Service: Exceptional interpersonal skills with a strong customer-first mindset.
• Background Screening: A comprehensive criminal and background check will be required upon selection., * IT Call Center / Help Desk Support (Required 1 Years)
• Customer Service / Communication (Required 1 Years)
• ServiceNow (or similar Ticketing System) (Required 1 Years)
• Active Directory Management (Password resets, OUs) (Required 1 Years)
• Remote Support Tools (MSRA, RDP, Teams) (Required 1 Years)
• iOS Management & Deployment (iPhones/iPads) (Required 1 Years)
• Printer Administration (Local & Server Queues) (Required 1 Years)
• Network Troubleshooting (VPN, Wi-Fi, LTE) (Required 1 Years)
• Video Conferencing Support (WebEx, Teams) (Desired 1 Years)
• Physical Hardware Deployment (Lifting up to 50 lbs) (Required 1 Years)