IT Service Management Consulting

About the Role

Desktop Support Engineer role based in Nashville, TN for a 6-month duration. Requires 4-6 years of experience in IT Service Management Consulting.

Responsibilities

• Install, configure, and maintain desktops, laptops, Cisco IP phones, and peripherals.
• Deploy operating systems, software applications, antivirus tools, and system updates.
• Perform device imaging, provisioning, upgrades, repairs, and decommissioning.
• Provide Level 1 and Level 2 desktop support to end users.
• Troubleshoot hardware, software, networking, and endpoint-related issues.

Hardware & Software Management

• Install, configure, upgrade, and repair Windows computers, laptops, and peripherals.
• Support Windows and Mac OS environments.
• Deploy and manage Microsoft 365 applications.
• Use Microsoft Intune and other endpoint management tools.
• Perform operating system imaging, provisioning, patching, and software deployment.
• Install and maintain antivirus and endpoint security tools.
• Decommission and prepare devices according to IT procedures.

Ticket Management & IT Service Management

• Manage L1 and L2 support tickets using IT service management tools.
• Troubleshoot and resolve desktop, application, hardware, and connectivity issues.
• Document troubleshooting steps, resolutions, configurations, and procedures.
• Maintain accurate ticketing records and provide timely status updates.
• Escalate complex issues to appropriate IT teams or vendors.

Collaboration & Documentation

• Work closely with IT teams, vendors, and end users to resolve escalated issues.
• Maintain accurate documentation for hardware, software, configurations, and troubleshooting procedures.
• Provide effective communication and technical assistance to end users.

Cisco Phone Setup

• Configure and deploy Cisco IP desk phones.
• Add, modify, and update user extensions in the phone system.
• Test voice lines and troubleshoot call quality issues.
• Patch network cables and verify network port settings.
• Troubleshoot basic connectivity and VoIP-related issues.

Shipping & Inventory Tasks

• Safely pack broken, replacement, or excess hardware for shipment.
• Create shipping labels and process packages using UPS.
• Track outgoing and incoming hardware shipments.
• Maintain accurate logs of all shipped and received inventory.
• Coordinate hardware shipments with IT teams, vendors, and end users.

Required Skills

• Experience supporting Windows and Mac OS environments.
• Strong knowledge of Microsoft 365.
• Hands-on experience with Microsoft Intune and endpoint management tools.
• Knowledge of networking protocols, security systems, and desktop support technologies.
• Experience with IT service management and ticketing systems.
• Experience installing, upgrading, repairing, imaging, and provisioning Windows computers.
• Experience configuring and supporting Cisco IP phones.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple tasks simultaneously.

Essential Skills

• Desktop Support: Install, upgrade, troubleshoot, and repair Windows computers.
• Ticket Management: Manage L1 and L2 support tickets using IT service management tools.
• Cisco Phone Support: Configure and deploy Cisco IP phones, manage extensions, test voice lines, and troubleshoot call quality.
• Networking: Patch network cables and verify network port configurations.
• Shipping & Inventory: Package, label, track, and maintain records for IT hardware shipments.