Help Desk Technician

Posted Date 1 week ago(2/19/2021 6:48 PM)
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Knowledge Services is actively seeking a help Desk Technician for a 9 month (open for extension) contract role with the State of TN's Department of Strategic Technology Solutions. This role is remote for now but will eventually need to work onsite in Smyrna, TN


The STS 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

  • Answer STS Service Desk Phone
  • Create and route Service Now Incidents
  • Tier 1 Customer Support and Troubleshooting


  • 1+ year of IT Support experience
  • Successful candidates must possess excellent customer care skills including telephone, verbal and written skills.
  • Experience with customer care, Service Now ITSM software and Cisco Unified Contact Center IPT System. 



Overview of Knowledge Services:

By utilizing technology, Knowledge Services has been expanding the reach of professional organizations since 1994. A certified woman-owned business enterprise (WBE), Knowledge Services was started by Julie Bielawski as a computer training facility that partnered with big names like Oracle and Microsoft to provide on-the-job instruction. When the growing need for temporary IT staffing became apparent, Knowledge Services began exploring vendor management, prompting the development of the solutions they use today to serve both the public and private sectors.


Today, Knowledge Services is the largest government MSP provider in the nation with twelve state accounts and counting. With a diverse and growing team, seven office locations across the country, and a focus on mobile capabilities, Knowledge Services is poised to help organizations serve the modern citizen through cost-effective solutions that put people first.



Knowledge Services has benefit offerings to include the following!


  • Medical, dental, and vision coverage
  • Voluntary Life and AD&D coverage
  • Pet Insurance




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