Service Desk Specialist /Technical Help Desk Specialist (Nashville)

About Cogent InfoTech

At Cogent InfoTech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Job Title: Service Desk Personal

Location: Nashville, TN 37243

Duration: 12 Months

Responsibilities :

• Handle up to 30 calls per day, providing technical support and troubleshooting assistance.
• Manage server and local print queues.
• Perform Active Directory management, navigate organizational units (OUs), look up user attributes, reset passwords, and unlock accounts.
• Manage, support, and deploy iOS devices, including setting up new iPhones and iPads.
• Reset iTunes accounts and network settings, and perform device data backups and restorations.
• Support video conferencing solutions, including Cisco Webex, Microsoft Teams, and Cisco Presence.
• Troubleshoot network connectivity issues involving internal and external networks, 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 Cisco Webex.
• Deploy and configure hardware devices.
• Manage service requests, incidents, and ticket documentation using ServiceNow.

iOS Management, Support, and Deployment

• Setting up new phones/Ipads
• Resetting iTunes accounts
• Resetting network settings
• Backup/Restore device data

Video Conferencing

• Cisco WebEx
• MS Teams
• Cisco Presence video solutions

Network troubleshooting

• Internal vs external
• VPN
• LTE
• Wifi

Education and/or Experience :

• Must be able to lift at least 50 pounds.
• IT Call Center Experience preferred
• People/Customer Service skills required

Cogent InfoTech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

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