Service Desk Specialist

Service Desk Specialist
Location: Nashville, Tennessee
Join us in our mission to make government work better.

Role Snapshot
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. This role ensures a smooth customer experience, keeps technology services operating effectively, and contributes to continuous improvements in service quality.

Why You'll Love This Job
• Meaningful work that supports government operations across Tennessee
• Flexible schedules and a standard 37.5-hour workweek
• Opportunities to grow technical skills and advance professionally
• A collaborative, patient, and supportive team environment
• Comprehensive benefits package and strong work-life balance

What You'll Do
• 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

What We're Looking For
Required:
- 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
Preferred:
- CompTIA A+ or Zendesk certification tracks (Support Administrator, Explore Analyst, App Developer)
- Experience contributing to knowledge bases or documentation

Logistics
• Travel: Occasional travel for training, conferences, or statewide support activities
• Compensation: Competitive salary
• Schedule: Standard 37.5-hour week; hybrid-eligible up to two remote days per week (per policy)

About the Office
The Office of the Tennessee Comptroller of the Treasury audits state and local governmental entities and oversees financial and administrative management of state government. We are nationally recognized for professionalism and accountability and consistently rank as a Top Workplace. Learn more at www.comptroller.tn.gov.

Equal Opportunity Employer
We are committed to fair and equal employment opportunities and maintaining a workplace free of discrimination and harassment. We prohibit discrimination based on race, color, national origin, age, sex, sexual orientation, gender identity, pregnancy, religion, disability, veteran status, or any category protected by law.

NOTICE
This position requires a criminal background check. You may be required to provide information about your criminal history to be considered for this position.
 

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