Service Desk

IDR, Inc.; Nashville (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Full benefits package (Medical, Vision

Dental, and more)

Job summary

IDR, Inc. is seeking a Service Desk professional to join our team in Nashville, TN. This role provides front-line IT support for users in a government or enterprise environment, handling hardware, software, and network issues on-site five days a week.

You will work in a dynamic team, manage high-volume calls via ServiceNow, and support mobile devices, conferencing tools, and remote access. The position offers a long-term contract with full benefits and career growth opportunities.

Qualifications

• 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.

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

Skills

Customer service

Call center experience

Empathy

Communication

Tools

ServiceNow

Active Directory

Cisco WebEx

MS Teams

VPN

WiFi troubleshooting

Mobile Device Management

Job description

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. The position offers a long-term contract with on-site presence required five days a week, supporting a team with diverse technical and customer service needs.

Position Overview for the Service Desk:

• 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 for the Service Desk:

• 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

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row