Service Desk Analyst

• Job ID: 66083
• Job Title: Service Desk Personnel
• Location: 312 Rosa Parks Avenue Nashville, TN 37243
• Work Arrangements: Onsite
• Interview: Webcam Interview Only

Job Summary:

• We are seeking an IT Support / Service Desk Technician with strong customer service skills and hands-on experience troubleshooting hardware, software, networking, and end-user technology. IT Call Center/Service Desk experience is preferred.
• Key Responsibilities
• • Handle up to 30 support calls per day while providing excellent customer service.
• • Troubleshoot and administer printers, print servers, print queues, and local queues.
• • Manage Active Directory, including navigating OUs, reviewing attributes, resetting passwords, and unlocking accounts.
• • Support and deploy iOS devices, including iPhones and iPads; perform account resets, network resets, and data backup/restore.
• • Provide support for Cisco Webex, Microsoft Teams, and Cisco Presence/video conferencing solutions.
• • Troubleshoot VPN, Wi-Fi, LTE, and internal/external network connectivity issues.
• • Troubleshoot applications, including permissions, compatibility settings, browsers, and installed applications.
• • Provide remote technical support using MSRA, RDP, Microsoft Teams, and Webex.
• • Perform hardware deployment and end-user device setup.
• • Manage IT tickets in ServiceNow, including ticket creation, tracking, assignment, and resolution.
• Qualifications
• • IT Service Desk/Call Center experience preferred.
• • Strong communication, customer service, and problem-solving skills.
• • Experience with Active Directory, iOS device support, networking, remote support, and ServiceNow.
• • Ability to manage multiple issues in a high-volume support environment.