Service Desk

IDR is seeking a Service Desk to join one of our top clients for an opportunity in Nashville, TN. This role involves providing front-line IT support within a government or enterprise environment, assisting users with hardware, software, and network troubleshooting. The position offers a long-term contract with on-site presence required five days a week, supporting a team with diverse technical and customer service needs.
Position Overview for the Service Desk:

• Provide tier 1 IT support to end users, resolving hardware, software, and network issues
• Handle a high volume of support calls and tickets, primarily via ServiceNow
• Support mobile device management, including iPhones and iPads, along with basic account management in Active Directory
• Assist with video conferencing setup and troubleshooting using Cisco WebEx, MS Teams, and Cisco Presence solutions
• Support VPN, network connectivity issues, and remote access for users

Requirements for the Service Desk:

• IT Call Center experience preferred
• Ability to handle call volume of up to 30 calls per day
• Experience with Ticketing systems such as ServiceNow or similar software
• Knowledge of Active Directory and basic network troubleshooting (VPN, Wi-Fi, LTE)
• Strong people skills, with a focus on providing empathetic customer service and support in stressful situations

What\'s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated\'s Best of Staffing Client and Talent Award winner 12 years in a row

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