IT Service Desk Specialist

Job Description Summary

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Provides onsite IT support for the Nashville office, including white-glove support for executive leadership, while contributing to the Mosaic Shared Service Desk. Responsible for resolving technical issues, fulfilling service requests, and ensuring a high level of customer service.

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How will you make an impact & Requirements

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The IT Service Desk Specialist is responsible for delivering onsite technical support for the Nashville office, with a strong focus on supporting executive leadership. This role also supports the Mosaic Shared Service Desk, ensuring timely resolution of incidents and service requests while maintaining high service standards.

Key Responsibilities

• Provide onsite technical support for executive leadership and local end users
• Act as a primary point of contact for IT incidents and service requests
• Troubleshoot hardware, software, network, and access-related issues
• Support laptops, desktops, mobile devices, and peripherals
• Manage and update tickets in the ITSM platform in accordance with SLAs
• Assist with onboarding and offboarding, including device setup and access coordination
• Support conference room and AV technology to ensure meeting readiness
• Collaborate with infrastructure, security, and application teams to resolve complex issues
• Maintain accurate documentation of incidents, resolutions, and processes
• Contribute to continuous improvement of Service Desk operations

Qualifications

• 2–5 years of experience in IT support or Service Desk environments
• Strong knowledge of Windows, Office 365, and standard enterprise applications
• Experience with ITSM tools such as ServiceNow
• Strong communication and customer service skills, with experience supporting executive stakeholders
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience providing white-glove or executive support
• Basic knowledge of networking concepts
• ITIL Foundation certification or equivalent experience

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Compensation:

$22.00

to

$33.00