Service Desk Personnel

Experience with iOS device management, support, and deployment, including setting up iPhones and iPads, resetting iTunes accounts and network settings, and performing device backups and restores. Job Description We are seeking two customer-focused Service Desk Personnel to provide technical support, troubleshoot hardware and software issues, manage service requests, and assist users with IT-related problems.

Service Desk Personnel

Location: Nashville, TN 37243 (Onsite)
Job Type: Contract

Job Description

We are seeking two customer-focused Service Desk Personnel to provide technical support, troubleshoot hardware and software issues, manage service requests, and assist users with IT-related problems. The ideal candidates should have strong customer service skills, experience with IT support tools, and the ability to handle a high volume of support calls.

Required Skills and Qualifications

• Experience in IT service desk, technical support, or IT call center environments preferred.

• Ability to handle up to 30 support calls per day.

• Strong communication, interpersonal, and customer service skills.

• Ability to lift at least 50 pounds for hardware deployment and installation activities.

• Experience with printer administration and troubleshooting, including server print queues and local print queues.

• Knowledge of Active Directory, including navigating Organizational Units (OUs), looking up user attributes, resetting passwords, and unlocking accounts.

• Experience with iOS device management, support, and deployment, including setting up iPhones and iPads, resetting iTunes accounts and network settings, and performing device backups and restores.

• Experience supporting video conferencing solutions, including Cisco Webex, Microsoft Teams, and Cisco Presence video solutions.

• Knowledge of network troubleshooting, including internal versus external connectivity, VPN, LTE, and Wi-Fi.

• Experience troubleshooting application issues related to account permissions, compatibility settings, browsers, and installed applications.

• Experience providing remote technical support using Microsoft Remote Assistance (MSRA), Remote Desktop Protocol (RDP), Microsoft Teams, and Webex.

• Experience with hardware deployment, installation, and configuration.

• Familiarity with ServiceNow for ticket management, ticket assignment, tracking, and resolution.

Key Responsibilities

• Provide first-level technical support to end users through phone calls and other support channels.

• Diagnose and resolve hardware, software, printer, network, and application issues.

• Manage service requests and incidents using ServiceNow.

• Create, assign, update, and track support tickets while ensuring timely resolution.

• Perform Active Directory account administration, including password resets and account unlocks.

• Configure, deploy, and troubleshoot mobile devices, including iPhones and iPads.

• Assist users with video conferencing tools and remote connectivity issues.

• Perform hardware deployment and provide onsite technical assistance.

• Escalate complex technical issues to the appropriate support teams.

• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

• Deliver professional and responsive customer service while managing multiple support requests.

Preferred Qualifications

• Previous experience in an IT help desk, service desk, or call center environment.

• Familiarity with enterprise IT support processes and ticketing systems.

• Strong troubleshooting, time management, and problem-solving skills.

• Ability to work independently and collaboratively in a fast-paced support environment.