Service Desk / Technical Support Specialist
GavinHeath is partnering with a client in Nashville, TN looking to add a Service Desk / Technical Support Specialist to their team. The role is a CONTRACT position.
Responsibilities:
- Provide Tier 1/Tier 2 technical support to end users in a high-volume IT call center/help desk environment, handling up to 30 support calls per day.
- Deliver professional, customer-focused support while troubleshooting and resolving technical issues.
- Manage support incidents and service requests through ServiceNow, including ticket creation, documentation, assignment, tracking, and resolution.
- Troubleshoot printer issues, including server-based print queues and local printer queues.
- Perform Active Directory administration, including:
- Navigating organizational units (OUs)
- Reviewing user and account attributes
- Resetting passwords
- Unlocking user accounts
- Support and deploy iOS devices, including iPhones and iPads:
- Configure and deploy new devices
- Troubleshoot Apple/iTunes account issues
- Reset network settings
- Perform device backup and restoration
- Support video conferencing and collaboration platforms, including Cisco WebEx, Microsoft Teams, and Cisco Presence/video solutions.
- Troubleshoot network connectivity issues across internal and external networks, VPN, LTE, and Wi-Fi.
- Diagnose and resolve application issues involving:
- User accounts and permissions
- Compatibility settings
- Browser-based versus locally installed applications
- Provide remote technical support using Microsoft Remote Assistance (MSRA), Remote Desktop Protocol (RDP), Microsoft Teams, and WebEx.
- Assist with hardware setup, configuration, deployment, and end-user support.
Qualifications:
- Previous IT help desk, service desk, desktop support, or technical call center experience preferred.
- Strong customer service and interpersonal skills with the ability to effectively assist users of varying technical skill levels.
- Experience supporting Windows-based end-user environments.
- Working knowledge of Active Directory administration and user account management.
- Experience troubleshooting printers, applications, network connectivity, VPN, Wi-Fi, and end-user hardware.
- Experience supporting and deploying iOS devices, including iPhones and iPads.
- Familiarity with Microsoft Teams, Cisco WebEx, and video conferencing technologies.
- Experience providing remote technical support using tools such as MSRA and RDP.
- Experience with ServiceNow or a similar IT service management/ticketing platform.
- Ability to manage a high volume of support requests while accurately documenting and prioritizing tickets.
GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.