Service Desk Analyst

Spectraforce Technologies, Inc.; Nashville (TN); On-site; USD 42,000 - 54,000; Full time

Job summary

Spectraforce Technologies, Inc. is seeking a Service Desk Analyst to support end-users onsite in Nashville, TN.

The role requires strong customer service skills, IT aptitude, and the ability to handle moderate call volumes in a 12-month contract. Responsibilities include printer administration, Active Directory management, iOS management, video conferencing support, network and application troubleshooting, remote assistance, hardware deployment, and ServiceNow ticket handling.

Qualifications

• Strong customer service and communication skills required.
• Experience in IT call center environment preferred.
• Able to manage call volume and prioritize issues.

Responsibilities

• Printer administration and troubleshooting: manage print queues.
• Active Directory management: navigate OUs, lookup attributes, reset passwords, unlock accounts.
• iOS management, support, deployment: set up devices, reset accounts and network settings.
• Video conferencing support: WebEx, MS Teams, Cisco Presence solutions.
• Network troubleshooting: VPN, LTE, Wi‑Fi, differentiate internal vs external issues.
• Application troubleshooting: resolve account permissions, compatibility, browser vs installed issues.
• Remote support: MSRA, RDP, TEAMS, Webex.
• Hardware deployment.
• ServiceNow: ticket management and assignment.

Skills

Customer service

Communication

Problem solving

Call center experience

Tools

Active Directory

ServiceNow

VPN

RDP

WebEx

MS Teams

Cisco WebEx

Job description

Title: Service Desk Analyst

Duration: 12 Months

Location: 312 Rosa Parks Avenue, Nashville, TN 37243 (Onsite)

*Local candidates only*

Job Description

• Must be able to lift at least 50 pounds.
• IT Call Center Experience preferred.
• Able to handle call volume of up to 30 calls per day.
• People/Customer Service skills required.

Printer Administration and Troubleshooting

• Server Print Queue and local Queues.

Active Directory Management

• Able to navigate Different OUs.
• Able to look up attributes.
• Able to reset password and unlock accounts.

iOS Management, Support, and Deployment

• Setting up new phones/iPads.
• Resetting iTunes accounts.
• Resetting network settings.
• Backup/Restore device data.

Video Conferencing

• Cisco WebEx.
• MS Teams.
• Cisco Presence video solutions.

Network Troubleshooting

• Internal vs external.
• VPN.
• LTE.
• Wi‑Fi.

Application Troubleshooting

• Account permission.
• Compatibility settings.
• Browser vs installed.

Remote Support

• MSRA.
• RDP.
• TEAMS.
• Webex.

Hardware Deployment

ServiceNow

• Ticket management.
• Ticket assignment.