IT Help Desk Analyst - Nashville, TN/On-Site

Responsibilities

• Able to handle call volume of up to 30 calls per day.
• Able to navigate different Organizational Units (OUs) in Active Directory.
• Able to look up attributes in Active Directory.
• Able to reset passwords and unlock accounts in Active Directory.
• Set up new iPhones and iPads.
• Reset iTunes accounts on devices.
• Reset network settings on devices.
• Backup and restore device data using various methods including WebEx, MS Teams, and Cisco Presence video solutions.
• Troubleshoot issues related to internal and external networks, including Virtual Private Networks (VPNs), LTE, and Wi-Fi.
• Resolve application permissions and compatibility issues.
• Manage Remote Desktop Protocol (RDP) and Microsoft Remote Desktop Access (MSRA).
• Support remote access through tools like Microsoft Teams and WebEx.
• Deploy hardware such as printers and network equipment.

Qualifications

• Experience with printer administration and troubleshooting.
• Experience with Active Directory management.
• Experience with iOS management, support, and deployment.
• Experience with video conferencing tools such as Cisco WebEx, MS Teams, and Cisco Presence video solutions.
• Experience with network troubleshooting, including internal vs external networks, and various network protocols.
• Experience with application troubleshooting, including account permissions and compatibility settings.
• Experience with remote support technologies such as Remote Desktop Protocol (RDP) and Microsoft Remote Desktop Access (MSRA).
• Experience with ServiceNow for ticket management and assignment.