Service Desk

About the role

IDR is seeking a Service Desk to join one of our top clients for an opportunity in Nashville, TN. This role involves providing front-line IT support within a government or enterprise environment, assisting users with hardware, software, and network troubleshooting.

Responsibilities

• Provide tier 1 IT support to end users, resolving hardware, software, and network issues
• Handle a high volume of support calls and tickets, primarily via ServiceNow
• Support mobile device management, including iPhones and iPads, along with basic account management in Active Directory
• Assist with video conferencing setup and troubleshooting using Cisco WebEx, MS Teams, and Cisco Presence solutions
• Support VPN, network connectivity issues, and remote access for users

Requirements

• IT Call Center experience preferred
• Ability to handle call volume of up to 30 calls per day
• Experience with ticketing systems such as ServiceNow or similar software
• Knowledge of Active Directory and basic network troubleshooting (VPN, Wi‑Fi, LTE)
• Strong people skills, with a focus on providing empathetic customer service and support in stressful situations

Benefits

• Full benefits package: Medical, Vision, Dental, and more
• Opportunity to work with an industry‑leading organization
• 25+ years of proven industry experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager committed to your success
• Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner (12 years in a row)

Pay

Competitive compensation package

Schedule

Long‑term contract with on‑site presence required five days a week