Service Desk Personnel

IT Help Desk / Desktop Support Technician

Location:

Tennessee (Onsite)

Duration:
Long-Term Contract

Employment Type:

W2 / Contract

We are seeking an experienced IT Help Desk/Desktop Support Technician to provide exceptional end-user support in a fast-paced enterprise environment. The ideal candidate will possess strong customer service skills, experience supporting Microsoft technologies, mobile devices, printers, networking, and enterprise applications while handling a high volume of support requests.

• Minimum 2+ years of IT Help Desk or Desktop Support experience
• Strong customer service and communication skills
• Experience handling up to 30 support calls per day
• Ability to lift and move equipment weighing up to 50 lbs
• IT Call Center experience is highly preferred

• Provide Tier 1/Tier 2 technical support via phone, remote sessions, and in person
• Troubleshoot hardware, software, operating systems, and peripheral devices
• Accurately document and manage incidents using Service Now
• Escalate issues when appropriate while maintaining SLA compliance

• Reset passwords and unlock user accounts
• Navigate Organizational Units (OUs)
• Manage user accounts and review account attributes
• Perform basic account administration

• Troubleshoot local and network printers
• Support print servers and print queues
• Resolve printer connectivity and driver issues

• Configure and deploy iPhones and iPads
• Reset Apple IDs/iTunes accounts
• Perform device backup and restore
• Reset network settings and troubleshoot mobile devices

• Support Microsoft Teams
• Support Cisco Web Ex
• Support Cisco Presence video conferencing solutions

• Diagnose wired and wireless connectivity issues
• Support VPN connectivity
• Troubleshoot LTE, Wi-Fi, and internal/external network access problems

• Resolve application access and permission issues
• Troubleshoot browser-based versus installed applications
• Configure compatibility settings
• Support enterprise software

• Microsoft Remote Assistance (MSRA)
• Remote Desktop Protocol (RDP)
• Microsoft Teams Remote Assistance
• Cisco Web Ex Remote Support

• Install and configure desktops, laptops, monitors, printers, and peripherals
• Image and deploy new devices
• Perform hardware replacements and upgrades
• Support asset inventory and device lifecycle management

• Create, update, assign, and resolve incidents
• Maintain accurate ticket documentation
• Track requests through completion

• Microsoft 365
• Windows 10/11
• Azure Active Directory
• Microsoft Intune
• Office 365
• Enterprise desktop support
• Mobile Device Management (MDM)
• Cisco technologies

We are looking for a dependable, customer-focused IT professional who enjoys solving technical problems, thrives in a collaborative team environment, and can provide outstanding support to end users in a high-volume enterprise setting.

This is an onsite, long-term opportunity with the potential for extension.