Service Desk Technician
Job Summary
To enhance the Service Desk operations, the full-time Service Desk Technician IV will resolve complex Tier 2 incidents, mentor junior staff, and manage multiple advanced technical areas while based in Nashville, TN, with remote candidates also considered.
Key responsibilities
- Resolve the most complex Tier 2 incidents and cross-domain escalations
- Serve as a senior escalation point across both Tier 1 and Tier 2 teams
- Lead problem management for recurring or high-impact issues
Required qualifications
- 5-7 years of service desk or enterprise IT support experience
- Advanced troubleshooting skills across multiple technologies, with depth in at least one specialty
- Leadership skills to coach and mentor teammates at multiple levels
- Experience with ServiceNow, Active Directory, Microsoft 365, and other relevant technologies
- High school diploma or GED required; college degree in a relevant field preferred
Complete Job Description
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