Service Desk Personnel

ACL Digital; Nashville (TN); Vor Ort; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

ACL Digital is seeking a local on-site Service Desk Personnel in Nashville, TN to provide frontline IT support and ticket management. You will handle call center tasks, troubleshoot hardware/software issues, and assist with deployments in a fast-paced environment.

The role emphasizes hands-on hardware deployment, AD management, iOS support, and remote assistance via common tools. A customer-service mindset and reliable, on-site presence are essential.

Qualifikationen

• Experience in IT Call Center / Helpdesk environment.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Active Directory, iOS support, printer queues, basic networking, and remote desktop tools (RDP/MSRA).

Aufgaben

• Handle high-volume inbound IT support calls with excellent customer service and communication skills.
• Perform password resets, account unlocks, OU navigation, and attribute lookups in Active Directory.
• Support, configure, and physically deploy IT hardware; lift up to 50 lbs.
• Assist with setup, deployment, backup/restore, and troubleshooting for iPhones and iPads (iOS Device Management).
• Manage and troubleshoot local and server printer queues.
• Provide remote support via MSRA, RDP, Teams, and WebEx for video conferencing and end-user issues.
• Log, assign, track, and resolve tickets in ServiceNow.

Kenntnisse

Customer service

IT support

Remote support

Tools

ServiceNow

Jobbeschreibung

We are seeking a local Service Desk Personnel to join our team on-site in Nashville, TN. This role involves providing frontline IT call center support, managing tickets, resolving hardware/software issues, and performing hands-on technical deployments.

Key Responsibilities

• Call Center & Customer Service: Handle high-volume inbound IT support calls (up to 30 calls/day) with excellent customer service and communication skills.
• Active Directory Management: Perform password resets, account unlocks, OU navigation, and attribute lookups across different OUs.
• Hardware & Deployment: Support, configure, and physically deploy IT hardware. Must be able to lift up to 50 lbs.
• iOS Mobile Device Management: Assist with setup, support, deployment, backup/restore, iTunes resets, and network troubleshooting for iPhones and iPads.
• Printer Administration: Manage and troubleshoot local and server print queues.
• Remote Support & Video Conferencing: Utilize MSRA, RDP, Teams, and WebEx to resolve remote user issues and support video conferencing solutions (Cisco WebEx, MS Teams, Cisco Presence).
• Ticketing Systems: Log, assign, track, and resolve tickets in ServiceNow.

Basic Qualifications

• Experience: Prior experience working in an IT Call Center / Helpdesk environment.
• Ticketing: Hands-on experience with ServiceNow or similar ITSM tools.
• Technical Skills: Active Directory, iOS support, printer queues, basic networking (VPN, Wi-Fi), and remote desktop tools (RDP/MSRA).