Service Desk Specialist

Job Description

Ingram Content Group (ICG) is hiring for a Service Desk Specialist to join our IT team in our La Vergne, TN (greater Nashville area) headquarters. In this role, you will be responsible for providing front-line customer support by responding to, investigating, and resolving various technology issues related to end user software, hardware, connectivity, mobile devices, etc.

Want to help explore and build new ways to deliver content to the world?

At Ingram Content Group (“Ingram”), our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel. We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization. Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation. 

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who strives to deliver results through collaborative partnerships, understands what drives business, and enjoys working in a connected culture, we can’t wait to meet you!

Required Qualifications:

• HS Diploma
• 6 months working in a customer service role

Preferred Qualifications:

• Technical degree (minimum 2-year duration) preferred or equivalent experience in a technical support/call center role
• Knowledge of KPIs and ITIL standards
• Experience with ticketing system/CRM such as Jira, ServiceNow
• Leadership skills a plus

Key Responsibilities:

• Provides initial troubleshooting for all standard company-wide applications and systems
• Documents, tracks, and monitors problems within company ticketing systems to ensure timely resolution based on defined Service Level Agreements (SLAs).
• Collaborates with other Service Desk Specialists and IT personnel to meet internal customer needs.
• Properly vets each incident for completeness and escalates as needed if unable to resolve.
• Assists in the identification and development of proposed solutions for process gaps enabling the service desk operation to provide optimum service delivery to users in all locations.
• Provides optimum service delivery to users in all locations.
• Follow critical incident management process, and initiate and manage service recovery Teams rooms
• Follows and facilitates Ingram security policies and procedures

Hiring Salary Range: $24.87 - $30.91/hr. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

Additional Information

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 10 vacation days & 10 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code

The world is reading, and Ingram Content Group (“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, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd. 

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.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish