Service Desk Specialist

Tennessee Comptroller of the Treasury•Nashville, TN

1d•Hybrid

About The Position

The Service Desk Specialist is a primary point of contact for employees seeking technology assistance. The role provides first-level support for devices, applications, access needs, and troubleshooting, helping ensure a smooth customer experience and effective technology services while contributing to continuous improvement in service quality. The position is based in Nashville, Tennessee, and is hybrid-eligible for up to two remote days per week, subject to policy. The schedule is a standard 37.5-hour workweek. Occasional travel may be required for training, conferences, or statewide support activities. The position requires a criminal background check. The Office of the Tennessee Comptroller of the Treasury audits state and local governmental entities and oversees financial and administrative management of state government. It describes itself as nationally recognized for professionalism and accountability and consistently ranked as a Top Workplace.

Requirements

At least one year of experience providing first-level technical support for end-user technology.
An associate degree or equivalent education in IT, computer science, information systems, or a related field.
Proficiency with Microsoft Office Suite.
Ability to troubleshoot common technology issues and follow defined procedures.
Strong communication skills and ability to explain technical information clearly.
Ability to manage competing priorities in a queue-based support environment.
Strong attention to detail, professionalism, and customer-service focus.

Nice To Haves

CompTIA A+ certification.
Zendesk certification tracks, such as Support Administrator, Explore Analyst, or App Developer.
Experience contributing to knowledge bases or documentation.

Responsibilities

Serve as the first point of contact for technology support needs through approved service channels.
Troubleshoot routine hardware, software, connectivity, and access issues using established procedures.
Manage and document support tickets accurately, ensuring timely follow-up and resolution.
Assist with routine account and access requests in accordance with security and authorization standards.
Recognize and appropriately escalate cybersecurity, privacy, or higher-impact issues.
Create and maintain knowledge articles that support consistent and effective service delivery.
Communicate clearly and professionally with customers and colleagues.
Contribute to improvements in support processes and the customer experience.