Service Desk Personnel

About the role

This is a repost of requisition 66083 for Service Desk Personnel with the Tennessee Department of Transportation (TN-DOT). The role supports IT operations for the state agency and requires on-site presence in Nashville, TN. Candidates must be local or reasonably close to Nashville.

Role & Responsibilities

• Must be able to lift at least 50 pounds.
• Handle call volumes of up to 30 calls per day.
• Provide People/Customer Service support.
• Manage Printer Administration and Troubleshooting including Server Print Queue and local Queues.
• Perform Active Directory Management: navigate Different OUs, look up attributes, reset passwords, and unlock accounts.
• Manage iOS devices: set up new phones/iPads, reset iTunes accounts, reset network settings, and backup/restore device data.
• Support Video Conferencing using Cisco Webex, MS Teams, and Cisco Presence video solutions.
• Conduct Network troubleshooting for Internal vs external, VPN, LTE, and Wi-Fi.
• Perform Application Troubleshooting for Account permission, Compatibility settings, and Browser vs installed applications.
• Provide Remote support via MSRA, RDP, TEAMS, Webex.
• Execute Hardware Deployment.
• Manage ServiceNow for Ticket management and Ticket assignment.

Skills & Qualifications

• Must be able to lift at least 50 pounds.
• IT Call Center Experience preferred.
• Able to handle call volumes of up to 30 calls per day.
• People/Customer Service skills required.
• Able to navigate Different OUs.
• Able to look up attributes.
• Able to reset passwords and unlock accounts.
• iOS Management, Support, and Deployment experience.
• 3 years of experience in each of the above required areas.
• Preferred Experience with Cisco Webex, MS Teams, Cisco Presence.
• Experience with VPN, LTE, Wi-Fi troubleshooting.
• Experience with MSRA, RDP, Webex for remote support.
• Experience with ServiceNow ticketing system.

Benefits & Culture Highlights

• Expenses allowed for the role.
• Background verification required (minimum verification requirements).
• Skills: vpn, remote support, microsoft teams, ios, servicenow, customer service, printer administration, cisco presence, rdp, ticket management, troubleshooting, wi-fi, msra, network troubleshooting, active directory, cisco webex, application troubleshooting.