Service Desk Specialist
About The Position
The Service Desk Specialist serves as a primary point of contact for employees seeking technology assistance, providing first-level support across devices, applications, access needs, and troubleshooting. The role supports a smooth customer experience, keeps technology services operating effectively, and contributes to improvements in service quality. The position is based in Nashville, Tennessee, and is hybrid-eligible for up to two remote days per week, per policy. It includes occasional travel for training, conferences, or statewide support activities and a standard 37.5-hour workweek.
Requirements
- One or more years of experience providing first-level technical support for end-user technology.
- 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+ or Zendesk certification tracks (Support Administrator, Explore Analyst, 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 following security and authorization standards.
- Recognize and escalate cybersecurity, privacy, or higher-impact issues appropriately.
- Create and maintain knowledge articles that support consistent and effective service delivery.
- Communicate clearly and professionally with customers and colleagues.
- Contribute to ongoing improvements in support processes and the customer experience.
Benefits
- Flexible schedules.
- Opportunities to grow technical skills and advance professionally.
- Collaborative, patient, and supportive team environment.
- Comprehensive benefits package.
- Work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
