Service Desk Personnel

Service Desk Personnel

Client: Tennessee Department of Transportation (TN DOT)

Location: Nashville, TN - Onsite

Contract Duration: November 16, 2026 - November 16, 2027

Schedule: Monday-Friday, 8:00 AM-4:30 PM CST

Openings: 2



Position Overview


The Tennessee Department of Transportation is seeking two Service Desk Personnel to provide technical support to end users. The selected candidates will handle incoming support calls, troubleshoot hardware and software issues, manage user accounts, support mobile devices, and resolve network connectivity problems. Candidates should have strong customer service skills, hands-on IT troubleshooting experience, and the ability to manage support tickets efficiently.


This is an onsite position in Nashville, TN. Candidates must be local to Nashville or within a reasonable commuting distance and able to lift at least 50 pounds.

Key Responsibilities

• Handle IT support calls and assist users with technical issues, managing a volume of up to 30 calls per day.
• Provide customer service and technical assistance for hardware, software, account access, and connectivity issues.
• Troubleshoot printers, including local printers and server print queues.
• Perform Active Directory tasks, including navigating Organizational Units (OUs), looking up user attributes, resetting passwords, and unlocking accounts.
• Set up, configure, support, and deploy iPhones and iPads.
• Troubleshoot mobile device issues, reset iTunes accounts and network settings, and perform device backups and data restoration.
• Support video conferencing solutions, including Cisco Webex, Microsoft Teams, and Cisco Presence.
• Diagnose network connectivity issues involving internal and external connections, VPN, LTE, and Wi-Fi.
• Troubleshoot application issues related to account permissions, compatibility settings, and browser-based versus installed applications.
• Provide remote technical support using Microsoft Remote Assistance (MSRA), Remote Desktop Protocol (RDP), Microsoft Teams, and Webex.
• Assist with hardware deployment, installation, configuration, and troubleshooting.
• Use ServiceNow to document, track, manage, and assign service tickets.
• Maintain clear communication with end users and ensure support requests are handled efficiently.

Required Skills and Qualifications

• Experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support.
• Strong customer service, communication, and problem-solving skills.
• Working knowledge of Active Directory user and account management.
• Experience troubleshooting printers, applications, hardware, and network connectivity.
• Familiarity with iOS device setup, support, and deployment.
• Experience with remote support tools and video conferencing applications.
• Familiarity with ServiceNow or similar IT service management ticketing systems.
• Ability to manage multiple support requests and handle a moderate daily call volume.
• Ability to lift at least 50 pounds.
• Must be local to Nashville, Tennessee, or within a reasonable commuting distance and available to work onsite five days per week.

Preferred Qualifications

• Previous IT call center or high-volume service desk experience.
• Experience supporting enterprise users in a corporate or government environment.
• Hands-on experience with Cisco Webex, Microsoft Teams, RDP, MSRA, and ServiceNow.