Guidesoft Inc. dba Knowledge Services

Sr. Desktop Support

Posted Date 4 months ago(11/20/2017 9:38 AM)
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Seeking Sr. Desktop Support Analyst for long-term, indefinite contract with the State of TN to provide technical assistance and support via phone or in person for hardware/software/application related issues.   Must have Bachelor's degree and 2 years of experience or Associate's degree and 4 years of experience. 


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 is hiring for multiple Advanced Business Technical Support roles for a 6 month contract-to-hire position in Nashville, TN.


  • The Department of Health would like to use IT contractors to fill these vacant NextGen IT (NGIT) positions with the option for the person to apply for a full time Business Technical Support Advanced position after 6 months
  • Health's ITSD division has critical positions that need to be filled in the Service-desk area. Divisions of Health supported include Lab, Vital Records, CEDEP, Family Health and Wellness, and the Commissioner's Office, as well as other divisions.
  • Duties include top notch customer service (answering help line, installing TDH client software), opening incident tickets/tasks, routing incidents to the appropriate queues, and application support for the Department of Health's 200 plus applications statewide
  • Serving as the first point of contact for customers seeking assistance and providing technical assistance and support for incoming calls to the IT service desk related to computer systems, software, and hardware
  • Responds to customers that call the IT service desk, either over the phone or in person to assist in troubleshooting technical issues
  • Performs remote troubleshooting through diagnostic techniques and pertinent questions


Required Skills:

  • 2 years' desktop support experience
  • ITSM tool experience
  • Excellent verbal communication skills
  • Experience with Microsoft OS
  • Knowledge of general client server application configuration and troubleshooting, eg. Java
  • Ability to maintain good working relationships with team members across the department, division, and vendor partner organizations
  • Knowledge of ODBC connection configuration and troubleshooting.



Required Education/Certifications:

  • Must have Bachelors Degree + 2 years' experience or Associates + 4 years' experience




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