IT Service Desk Technician

Customer: Tennessee Department of Transportation

Work Location: Onsite - Nashville, Tennessee
Office Address 312 Rosa Parks Avenue, Suite 15, Nashville, TN 37243

Estimated Duration: August 17, 2026 - August 17, 2027

Schedule Monday - Friday

Shift 8:00 AM - 4:30 PM CST

Paid Hours per Day 7.5

Paid Hours per Week 37.5

Physical Requirement Must be able to lift at least 50 pounds



lternative Job Titles
IT Service Desk Technician
Help Desk Support Specialist
Desktop and Service Desk Support Technician

IT Service Desk Technician
Position Overview


The Tennessee Department of Transportation is seeking three Service Desk Personnel to provide onsite technical support at its Nashville office.


This position will support employees through telephone, remote-access, and in-person assistance. Responsibilities include managing service tickets, troubleshooting computers, printers, mobile devices, networks, applications, user accounts, and video-conferencing systems, and deploying hardware.


The technician must be comfortable handling up to approximately 30 calls per day and must demonstrate strong customer service and interpersonal skills.



Key Responsibilities

• Respond to and resolve technical-support calls and service requests.
• Handle a call volume of up to approximately 30 calls per day.
• Document, manage, assign, and update support tickets in ServiceNow.
• Provide professional customer service to users requiring technical assistance.
• Troubleshoot server-based print queues and locally configured printer queues.
• dminister and troubleshoot printers and related printing services.
• Navigate Active Directory organizational units.
• Review Active Directory user and computer attributes.
• Reset user passwords and unlock accounts.
• Configure, support, and deploy iPhones and iPads.
• ssist with resetting Apple or iTunes accounts.
• Reset mobile-device network settings.
• Back up and restore mobile-device data.
• Support Cisco Webex, Microsoft Teams, and Cisco Presence video solutions.
• Diagnose internal and external network-connectivity issues.
• Troubleshoot VPN, LTE, and Wi-Fi connectivity.
• Troubleshoot application permissions and account-access issues.
• Review application compatibility settings.
• Determine whether issues involve browser-based or installed applications.
• Provide remote support through Microsoft Remote Assistance, Remote Desktop Protocol, Microsoft Teams, and Cisco Webex.
• Deploy computers, peripherals, and other hardware.
• Lift and move equipment weighing up to 50 pounds.
• Perform other service-desk and technical-support duties as assigned.

Minimum Requirements

• Strong people and customer-service skills.
• bility to manage up to approximately 30 support calls per day.
• Experience troubleshooting printers and print queues.
• Experience supporting Active Directory user accounts.
• bility to reset passwords and unlock user accounts.
• Experience supporting iOS devices, including iPhones and iPads.
• Experience troubleshooting network, VPN, LTE, and Wi-Fi connectivity.
• Experience troubleshooting application-access and compatibility issues.
• Experience providing remote technical support.
• Experience deploying computer hardware.
• bility to use ServiceNow for ticket management and assignment.
• bility to lift at least 50 pounds.
• bility to work onsite in Nashville, Tennessee.

Nice-to-Have Qualifications
Candidates who meet one or more of the following qualifications will receive preference:

• Previous IT call-center experience.
• Technical Skills
• ServiceNow
• ctive Directory
• Microsoft Remote Assistance
• Remote Desktop Protocol
• Microsoft Teams
• Cisco Webex
• Cisco Presence
• iOS device configuration and support
• Printer administration
• Server print queues
• Local print queues
• VPN troubleshooting
• Wi-Fi troubleshooting
• LTE troubleshooting
• pplication troubleshooting
• Browser troubleshooting
• Hardware deployment
• ccount-access troubleshooting
• Password resets and account unlocking
• Required Competencies
• Customer service
• Verbal communication
• Telephone support
• Technical troubleshooting
• Ticket documentation
• Time management
• ttention to detail
• Problem-solving
• bility to manage multiple support requests
• bility to work effectively with end users
• bility to follow support procedures and escalation processes

Benefits (employee contribution):

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

ll qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.