Service Desk Personnel

Job Description

Job Description

Job Title: Service Desk Personnel
Location: Nashville, Tennessee 37243
Work Arrangement: Onsite
Employment Type: Contract
Contract Duration: November 16, 2026 November 16, 2027
Openings: 2
Work Schedule: MondayFriday, 8:00 AM4:30 PM CST (7.5 working hours per day)
Submission Deadline: October 23, 2026

Job Summary

We are seeking two customer-focused Service Desk Personnel to provide technical support, troubleshoot hardware and software issues, manage service requests, and assist employees with IT-related problems. The ideal candidates will have strong customer service skills, experience with IT support or call centers, and hands-on knowledge of printers, Active Directory, mobile devices, networking, application troubleshooting, and remote support tools.

Key Responsibilities

• Handle IT support calls and service requests, with the ability to manage up to 30 calls per day.

• Provide professional technical assistance and resolve common hardware and software issues.

• Create, assign, track, and update support tickets using ServiceNow.

• Troubleshoot network and local printers, including server print queues.

• Navigate Active Directory organizational units, look up account attributes, reset passwords, and unlock accounts.

• Configure and deploy iPhones and iPads, reset accounts and network settings, and perform device backups and restores.

• Support video conferencing platforms, including Cisco WebEx, Microsoft Teams, and Cisco Presence.

• Troubleshoot network connectivity issues involving VPN, LTE, Wi-Fi, and internal or external connections.

• Resolve application access, account permission, compatibility, and browser-related issues.

• Provide remote support through MSRA, RDP, Microsoft Teams, and WebEx.

• Assist with hardware deployment, installation, and troubleshooting.

• Maintain accurate documentation of incidents, service requests, and resolutions.

Required Qualifications

• Excellent customer service and communication skills.

• Ability to lift at least 50 pounds.

• Ability to manage a high volume of support calls.

• Basic to intermediate IT troubleshooting skills across hardware, software, printers, mobile devices, and networking.

• Ability to work onsite in Nashville, Tennessee.

Preferred Qualifications

• IT service desk, help desk, or IT call center experience.

• Experience with ServiceNow or another ticket management system.

• Knowledge of Active Directory and user account administration.

• Experience supporting iOS devices and video conferencing systems.

• Familiarity with remote desktop and remote assistance tools.

Additional Requirements

• Candidates must be local to Nashville, TN, or live within a reasonable commuting distance.

• This is an onsite contract position.

• Selected candidates must complete the required background verification process.