Service Desk Analyst

Title: IT Service Desk Specialist
Location: Nashville, TN – Onsite ( Daily 7.5 hrs – 8AM to 4:30 PM)
Duration: 12 Months

Position Summary
The Service Desk Personnel provides frontline technical support to end users, troubleshooting hardware, software, network, printer, mobile device, application, and account access issues. This role manages tickets in ServiceNow and delivers professional customer service while handling up to 30 calls per day.

Key Responsibilities

• Provide phone, remote, and in-person technical support.
• Troubleshoot printers, server/local print queues, hardware, applications, VPN, Wi-Fi, LTE, and network connectivity.
• Perform basic Active Directory tasks, including navigating OUs, checking attributes, password resets, and account unlocks.
• Support iPhones and iPads, including setup, account resets, network settings, and backup/restore.
• Support Microsoft Teams, Cisco Webex, and video conferencing solutions.
• Provide remote support using RDP, MSRA, Teams, and Webex.
• Deploy and configure IT hardware and equipment.
• Create, update, assign, and manage tickets in ServiceNow.
• Maintain strong customer service and communication with end users.
• Required Qualifications
• IT Service Desk, Help Desk, or Call Center experience preferred.
• Strong customer service and communication skills.
• Experience with Active Directory, ServiceNow, printer troubleshooting, remote support, and basic network troubleshooting.
• Ability to handle up to 30 calls per day.
• Ability to lift at least 50 pounds.