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    Service Desk Personnel - Nashville, United States - Novalink Solutions

    Novalink Solutions
    Novalink Solutions Nashville, United States

    3 weeks ago

    NovaLink Solutions background
    Description

    Job Description
    Describe this position's most important duties performed in the normal course of work.

    Please describe each, in order of importance, and indicate the average percent of time devoted to each duty over the course of the year or contract period.

    Description of Duties (primary & secondary)

    % of Total Work Effort

    Desktop Support

    25%

    Tier 1-2 Support

    50%

    Active Directory Management

    25%

    Call Center Support

    100%

    3.

    Business Justification

    Describe below in detail the business justification for this contractor hire. Include the criticality of work to be performed and the repercussions of not hiring.

    You must consider all possibilities of having these tasks re-assigned to other filled positions capable of performing the job duties.

    Whenever possible, indicate the importance of this position as it relates to OIR's Strategic Plan. Attach additional sheets if necessary. If Standard work week will not be 37.5 hrs. /wk., please justify below.

    Work Location: 505 Deaderick St., Ste. 500 Nashville, TN 37243

    Must be able to lift at least 50 pounds.

    IT Call Center Experience preferred

    • Able to handle call volume of up to 30 calls per day.
    People/Customer Service skills required

    Printer Administration and Troubleshooting

    • Server Print Queue, and local Queues
    Active Directory Management

    • Able to navigate Different OUs
    • Able to look up attributes
    • Able to reset password and unlock accounts.
    iOS Management, Support, and Deployment

    • Setting up new phones/Ipads
    • Resetting iTunes accounts
    • Resetting network settings
    • Backup/Restore device data
    Video Conferencing

    • Cisco WebEx
    • MS Teams
    • Cisco Presence video solutions
    Network troubleshooting

    • Internal vs external
    • VPN
    • LTE
    • Wifi
    Application Troubleshooting

    • Account permission
    • Compatibility settings
    • Browser vs installed
    Remote support

    • MSRA
    • RDP
    • TEAMs
    • Webex
    Hardware Deployment

    ServiceNow

    • Ticket management
    • Ticket assignment

    Requirements

    Qualifications

    Type

    Category

    Qualification

    Description

    Competency

    Required

    Skills

    Others

    Help desk support

    Help desk

    Novice (1-3 Years)

    No

    Skills

    Others

    Communication skills both verbal and written

    Novice (1-3 Years)

    No
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