IT Service Desk Specialist
Remote / Online - Candidates ideally in
Nashville, Davidson County, Tennessee, 37247, USA
Listed on 2026-10-11
Nashville, Davidson County, Tennessee, 37247, USA
Listing for:
Ihorizons
Full Time, Remote/Work from Home
position Listed on 2026-10-11
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Key Responsibilities
- Helpdesk & Incident Management: Provide Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network issues in accordance with ITIL best practices.
- System & Application Support: Administer, troubleshoot, and support internal business applications and core IT systems to ensure maximum uptime and user productivity.
- Microsoft 365 Administration: Manage and support the M365 environment, including user provisioning, Teams, Exchange, SharePoint, and endpoint management.
- Business Requirement Analysis: Collaborate with business stakeholders to gather, document, and analyze IT requirements. Translate business needs into technical specifications for system enhancements or new implementations.
- Process Improvement: Identify recurring IT issues and work with the infrastructure team to implement permanent fixes (Problem Management).
- Knowledge Management: Create and maintain technical documentation, standard operating procedures (SOPs), and user guides.
- Education: Bachelor’s degree in Information Technology, Computer Science is a must.
- Experience: Minimum of 3+ years of proven experience in a helpdesk, service desk, or IT support role.
- Certifications:
- ITIL Foundation certification is mandatory.
- Microsoft 365 Certification
is required.
- Languages:
Fluent in both Arabic and English (excellent verbal and written communication skills are essential for supporting diverse users and documenting processes).
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