IT Service Desk Technician

About the role

Join a state government transportation agency's IT service desk in Nashville, TN, supporting end users by phone and in person. You will troubleshoot printers, mobile devices, video conferencing, network connectivity and applications, manage Active Directory accounts, and handle tickets in ServiceNow. This is an on-site, one-year contract role.

Responsibilities

• Handle IT service desk call volumes of up to 30 calls per day with strong customer service
• Administer and troubleshoot printers, server print queues and local queues
• Manage Active Directory accounts: navigate OUs, look up attributes, reset passwords and unlock accounts
• Set up, support and deploy iOS devices (iPhones/iPads), including account resets, network resets and backup/restore
• Support video conferencing tools including Cisco Webex, Microsoft Teams and Cisco video solutions
• Troubleshoot network connectivity across VPN, LTE, Wi-Fi and internal/external networks
• Troubleshoot applications, including permissions, compatibility settings and browser vs. installed apps
• Provide remote support using MSRA, RDP, Teams and Webex
• Deploy hardware, including lifting equipment up to 50 pounds
• Manage and assign tickets in ServiceNow