IT Service Desk Specialist
Mosaic Health, Nashville, TN, United States
Job Description Summary
Provides onsite IT support for the Nashville office, including white‑glove support for executive leadership, while contributing to the Mosaic Shared Service Desk. Responsible for resolving technical issues, fulfilling service requests, and ensuring a high level of customer service.
How Will You Make An Impact & Requirements The IT Service Desk Specialist is responsible for delivering onsite technical support for the Nashville office, with a strong focus on supporting executive leadership. This role also supports the Mosaic Shared Service Desk, ensuring timely resolution of incidents and service requests while maintaining high service standards.
Key Responsibilities
Provide onsite technical support for executive leadership and local end users
Act as a primary point of contact for IT incidents and service requests
Troubleshoot hardware, software, network, and access‑related issues
Support laptops, desktops, mobile devices, and peripherals
Manage and update tickets in the ITSM platform in accordance with SLAs
Assist with onboarding and offboarding, including device setup and access coordination
Support conference room and AV technology to ensure meeting readiness
Collaborate with infrastructure, security, and application teams to resolve complex issues
Maintain accurate documentation of incidents, resolutions, and processes
Contribute to continuous improvement of Service Desk operations
Qualifications
2–5 years of experience in IT support or Service Desk environments
Strong knowledge of Windows, Office 365, and standard enterprise applications
Experience with ITSM tools such as ServiceNow
Strong communication and customer service skills, with experience supporting executive stakeholders
Ability to manage multiple priorities in a fast‑paced environment
Preferred Qualifications
Experience providing white‑glove or executive support
Basic knowledge of networking concepts
ITIL Foundation certification or equivalent experience
Compensation $22.00 to $33.00
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How Will You Make An Impact & Requirements The IT Service Desk Specialist is responsible for delivering onsite technical support for the Nashville office, with a strong focus on supporting executive leadership. This role also supports the Mosaic Shared Service Desk, ensuring timely resolution of incidents and service requests while maintaining high service standards.
Key Responsibilities
Provide onsite technical support for executive leadership and local end users
Act as a primary point of contact for IT incidents and service requests
Troubleshoot hardware, software, network, and access‑related issues
Support laptops, desktops, mobile devices, and peripherals
Manage and update tickets in the ITSM platform in accordance with SLAs
Assist with onboarding and offboarding, including device setup and access coordination
Support conference room and AV technology to ensure meeting readiness
Collaborate with infrastructure, security, and application teams to resolve complex issues
Maintain accurate documentation of incidents, resolutions, and processes
Contribute to continuous improvement of Service Desk operations
Qualifications
2–5 years of experience in IT support or Service Desk environments
Strong knowledge of Windows, Office 365, and standard enterprise applications
Experience with ITSM tools such as ServiceNow
Strong communication and customer service skills, with experience supporting executive stakeholders
Ability to manage multiple priorities in a fast‑paced environment
Preferred Qualifications
Experience providing white‑glove or executive support
Basic knowledge of networking concepts
ITIL Foundation certification or equivalent experience
Compensation $22.00 to $33.00
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