Guidesoft Inc. dba Knowledge Services

  • IT Help Desk Analyst

    Posted Date 2 months ago(8/23/2018 2:12 PM)
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  • Overview

    Knowledge Services is searching for an IT Help Desk Analyst for a long-term, indefinite project with the State of TN in Smyrna, TN.  This position works onsite in Smyrna for 37.5 hours/week.  


    Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.


    As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 


    Knowledge Services has benefit offerings to include the following!


    • Medical, dental, and vision coverage
    • Voluntary Life and AD&D coverage
    • Pet Insurance
    • Ticket and Event discounts!
    • The above are available provided contractors meet eligibility requirements


    Answer Service Desk Phone - 50%
    Create and route ServiceNow Incidents - 25%
    Tier 1 Customer Support and Troubleshooting - 25%
    This Customer Care Center operates a 24x7x365 Service Desk.  The Service Desk provides Tier 1 technical support for the State of TN.  The Service Desk Tier 1 support includes but not limited to, troubleshooting hardware failures, software issues and password resets.  All incidents are logged and managed through the State’s ITSM system.  Successful candidates must possess excellent customer care skills including telephone, verbal and written skills.  Beneficial skills include experience with customer care, Service Now ITSM software and Cisco Unified Contact Center IPT System.  The successful candidate will be provided training on tasks, tools and procedures required.




    Physical Requirements:

    • Job frequently requires sitting, handling objects with hands.
    • Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
    • Vision requirements:  Ability to see information in print and/or electronically.


    We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.


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