IT Service Desk Technician

Aptonet; Nashville (TN); On-site; USD 52,000 - 68,000; Full time

Job summary

The Tennessee Department of Transportation is seeking three Service Desk Personnel to provide onsite technical support at its Nashville office. Responsibilities include handling calls, remote-access, and in-person assistance, managing tickets in ServiceNow, and deploying hardware.

The role emphasizes strong customer service and the ability to support printers, AD, and mobile devices. Candidates should be comfortable with up to 30 calls per day, troubleshooting network/VPN/Wi-Fi, and coordinating

Qualifications

• Minimum one to three years of IT service desk or help desk experience preferred.
• Strong customer-service and interpersonal skills.
• Proficiency with remote support and ticketing systems (ServiceNow).
• Experience configuring and supporting iOS devices (iPhone/iPad).
• Ability to lift up to 50 pounds and work onsite in Nashville, TN.

Responsibilities

• Respond to and resolve technical-support calls and service requests.
• Manage a call volume of up to 30 calls per day.
• Document and update tickets in ServiceNow.
• Troubleshoot printers, AD accounts, and network connectivity.
• Provide remote and in-person technical assistance to users.

Skills

Customer service

Phone support

Interpersonal skills

Time management

Troubleshooting

Communication

Tools

ServiceNow

Active Directory

Microsoft Remote Assistance

Remote Desktop Protocol

Microsoft Teams

VPN

Printer administration

iOS device management

Cisco Webex

Job description

Customer: Tennessee Department of Transportation

Estimated Duration: August 17, 2026 – August 17, 2027

Schedule Monday – Friday

Shift 8:00 AM – 4:30 PM CST

Physical Requirement Must be able to lift at least 50 pounds

Alternative Job Titles

IT Service Desk Technician

Help Desk Support Specialist

Desktop and Service Desk Support Technician

IT Service Desk Technician

Position Overview

The Tennessee Department of Transportation is seeking three Service Desk Personnel to provide onsite technical support at its Nashville office.

This position will support employees through telephone, remote-access, and in-person assistance. Responsibilities include managing service tickets, troubleshooting computers, printers, mobile devices, networks, applications, user accounts, and video-conferencing systems, and deploying hardware.

The technician must be comfortable handling up to approximately 30 calls per day and must demonstrate strong customer service and interpersonal skills.

Key Responsibilities

• Respond to and resolve technical-support calls and service requests.
• Handle a call volume of up to approximately 30 calls per day.
• Document, manage, assign, and update support tickets in ServiceNow.
• Provide professional customer service to users requiring technical assistance.
• Troubleshoot server-based print queues and locally configured printer queues.
• Administer and troubleshoot printers and related printing services.
• Navigate Active Directory organizational units.
• Review Active Directory user and computer attributes.
• Reset user passwords and unlock accounts.
• Configure, support, and deploy iPhones and iPads.
• Assist with resetting Apple or iTunes accounts.
• Reset mobile-device network settings.
• Back up and restore mobile-device data.
• Support Cisco Webex, Microsoft Teams, and Cisco Presence video solutions.
• Diagnose internal and external network-connectivity issues.
• Troubleshoot VPN, LTE, and Wi-Fi connectivity.
• Troubleshoot application permissions and account-access issues.
• Review application compatibility settings.
• Provide remote support through Microsoft Remote Assistance, Remote Desktop Protocol, Microsoft Teams, and Cisco Webex.
• Deploy computers, peripherals, and other hardware.
• Lift and move equipment weighing up to 50 pounds.
• Perform other service-desk and technical-support duties as assigned.
• Strong people and customer-service skills.
• Ability to manage up to approximately 30 support calls per day.
• Experience troubleshooting printers and print queues.
• Experience supporting Active Directory user accounts.
• Ability to reset passwords and unlock user accounts.
• Experience supporting iOS devices, including iPhones and iPads.
• Experience troubleshooting network, VPN, LTE, and Wi-Fi connectivity.
• Experience troubleshooting application-access and compatibility issues.
• Experience providing remote technical support.
• Experience deploying computer hardware.
• Ability to use ServiceNow for ticket management and assignment.
• Ability to lift at least 50 pounds.
• Ability to work onsite in Nashville, Tennessee.

Nice-to-Have Qualifications

Candidates who meet one or more of the following qualifications will receive preference:

• Previous IT call-center experience.
• Technical Skills
• ServiceNow
• Active Directory
• Microsoft Remote Assistance
• Remote Desktop Protocol
• Microsoft Teams
• iOS device configuration and support
• Printer administration
• Application troubleshooting
• Account-access troubleshooting
• Password resets and account unlocking
• Verbal communication
• Telephone support
• Technical troubleshooting
• Time management
• Problem-solving
• Ability to manage multiple support requests
• Ability to work effectively with end users
• Ability to follow support procedures and escalation processes