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Senior Service Desk Specialist

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La Vergne, TN

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:text,ActualValueFromSolar:null},{QuestionName:Job Description,AnswerValue:u003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eu003ca href=****tabindex=4000\u003eu003cstrongu003eIngram Content Groupu003c/strongu003eu003c/au003e (ICG) is currently recruiting for a Senior Service Desk Specialist to join our IT/Service desk team in LaVergne, TN (greater Nashville area).u003cbru003eu0026nbsp;u003cbru003eThis individual provides front-line customer support by responding to, investigating, and resolving complex technology issues related to end user software, hardware, connectivity, mobile devices, etc. Provides Tier II technical support and maintenance of in-house desktops, laptops, Windows/Mac and peripherals.u003cbru003eu003cbru003eu003cstrongu003eEssential Duties:u003c/strongu003eu003c/fontu003eu003c/fontu003eu003cul dir=ltr\u003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eResponds to ticket queue, telephone calls, e-mail and personal requests for technical support.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eDocuments, tracks, and monitors problems to ensure timely resolution based on defined Service Level Agreements (SLAs).u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eDocuments resolutions and updates self-help and team knowledgebase.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eIdentifies, evaluates, promotes, and implements customer support best practices.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eActively identifies areas where processes can be simplified or improved.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eIncreases general knowledge of current corporate, and facility-specific products, increasing ability to resolve requests on first contact.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eBuilds relationships with other IT teams through frequent engagement.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eProvides 2nd level troubleshooting of reported issues including but not limited to user and warehouse hardware, MS Office suites, user access, virus prevention and miscellaneous 3rd party applications as trained.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eVets escalated incidents for completeness and resolves or escalates as needed. u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eProvides optimum service delivery to users in all locations.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eFollows instructions and established procedures to include diagnosing, repairing, maintaining designated hardware and software related systems. u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eFollows-up with customers to ensure incidents are resolved to satisfaction.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eProvides advanced system and software training to end user as required.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eAbility to work any shift to ensure 24/7 and holiday coverage needs are met.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cliu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eOther duties as assigned.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/ulu003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eu003cspan style=color:#222222;\u003eThe world is reading and u003cstrongu003eIngram Content Groupu003c/strongu003e (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, VitalSource Technologies LLC, Ingram Library Services LLC, and Tennessee Book Company LLC.u003cbru003eu0026nbsp;u003cbru003eu003cemu003eu003cspan style=background:white;\u003eIngram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.u003c/spanu003eu003c/emu003eu003cbru003eu0026nbsp;u003cbru003eu003cemu003eu003cspan style=background:white;\u003eEEO/AA Employer/Vet/Disabledu003c/spanu003eu003c/emu003eu003cbru003eu003cemu003eu003cspan style=background:white;\u003eWe participate in EVerify.u003c/spanu003eu003c/emu003eu003c/spanu003eu003cbru003eu003ca href=****target=_blank tabindex=4000\u003eu003cemu003eu003cspan style=background:white;\u003eu003cspan style=color:#B10069;\u003eEEO Poster in Englishu003c/spanu003eu003c/spanu003eu003c/emu003eu003c/au003eu0026nbsp;u003cbru003eu003ca href=****target=_blank tabindex=4000\u003eu003cemu003eu003cspan style=background:white;\u003eu003cspan style=color:#B10069;\u003eEEO Poster in Spanishu003c/spanu003eu003c/spanu003eu003c/emu003eu003c/au003eu0026nbsp;u003c/fontu003eu003c/fontu003e,VerityZone:jobdescription,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Auto req ID,AnswerValue:5015BR,VerityZone:autoreq,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Preferred Qualifications,AnswerValue:u003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eu003cstrongu003eu003cspan style=color:#2D1EF2;\u003eWe’d be excited to hear if you also have the following experience:u003c/spanu003eu003c/strongu003eu003c/fontu003eu003c/fontu003eu003cul dir=ltr\u003eu003cli style=margin-top:1.5pt;margin-bottom:1.5pt;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of Windows 7/10, Microsoft Office 2010/2013/2016, Google Chrome, MacOS and other office productivity applications.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin-top:1.5pt;margin-bottom:1.5pt;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of laptops, desktops, and remote access support tools such as Windows Remote Desktop, VNC, etc.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin-top:1.5pt;margin-bottom:1.5pt;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of servers (physical u0026amp; virtual), routers, network switches and firewallsu003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin-top:1.5pt;margin-bottom:1.5pt;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of wireless networkingu003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=color:black;vertical-align:top;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of anti-virus software and pop-up blocker software packagesu003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=color:black;vertical-align:top;\u003eu003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eKnowledge of troubleshooting for local and networked printers.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/ulu003e,VerityZone:formtext9,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Minimum Qualifications,AnswerValue:u003cfont style=font-size:13px;\u003eu003cfont style=color:undefined;font-family:arial,helvetica,sans-serif;size:undefined;\u003eu003cstrongu003eu003cspan style=color:#2D1EF2;\u003eWe would like our talented associate for this role to have u003cuu003eat least these minimum skills u0026amp; 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