Service Desk Analyst

Location

312 Rosa Parks Avenue, Nashville, TN 37243

Position Summary

We are seeking a customer-focused IT Service Desk Analyst to provide technical support and troubleshooting for end users in a fast-paced environment. The ideal candidate will possess strong customer service skills, experience handling a high volume of support requests, and hands-on knowledge of desktop, mobile, network, and application support.

Key Responsibilities

Service Desk & Customer Support

• Provide first-level technical support to end users via phone, email, and remote support tools.
• Manage and resolve up to 30 support calls and service requests per day.
• Deliver exceptional customer service while maintaining professionalism and responsiveness.
• Create, update, assign, and close tickets using ServiceNow.

Active Directory Administration

• Navigate and manage Organizational Units (OUs).
• Lookup user attributes and account information.
• Reset passwords and unlock user accounts.
• Perform basic user account administration tasks.

Printer Administration & Troubleshooting

• Troubleshoot network and local printer issues.
• Manage server print queues and local print queues.
• Diagnose and resolve printer connectivity and performance problems.

Mobile Device Support (iOS)

• Configure and deploy iPhones and iPads.
• Reset iTunes accounts and network settings.
• Perform device backup and restoration activities.
• Provide ongoing support for mobile device users.

Video Conferencing Support

• Support and troubleshoot Cisco WebEx, Microsoft Teams, and Cisco Presence video conferencing solutions.
• Assist users with meeting setup, connectivity issues, and conferencing equipment.

Network Troubleshooting

• Diagnose and resolve basic network connectivity issues.
• Troubleshoot VPN, Wi-Fi, LTE, and internal/external network access problems.
• Escalate complex networking issues when necessary.

Application Support

• Troubleshoot application access and permission-related issues.
• Resolve compatibility issues between browser-based and installed applications.
• Support software installation, configuration, and maintenance.

Remote Support

• Provide remote technical assistance using:
• Microsoft Remote Assistance (MSRA)
• Remote Desktop Protocol (RDP)
• Microsoft Teams
• Cisco WebEx

Hardware Deployment & Support

• Install, configure, and deploy desktop computers, laptops, printers, and peripheral devices.
• Perform hardware replacements and workstation setups.
• Assist with equipment inventory and deployment activities.

Required Qualifications

• Experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support environments.
• Strong customer service and communication skills.
• Experience with Active Directory administration.
• Knowledge of printer administration and troubleshooting.
• Experience supporting Windows-based environments and Microsoft Office applications.
• Familiarity with ServiceNow or similar ticketing systems.
• Experience with remote support tools and techniques.
• Ability to troubleshoot basic networking issues.

Preferred Qualifications

• IT Call Center experience.
• Experience supporting iOS devices (iPhone/iPad).
• Experience with Cisco WebEx, Microsoft Teams, and video conferencing technologies.
• Knowledge of hardware deployment and asset management processes.

Physical Requirements

• Must be able to lift and move equipment weighing up to 50 pounds.
• Ability to perform workstation setups, hardware installations, and equipment deployments as needed.

Pay: $26.00 - $33.00 per hour

Benefits:

• Health insurance
• Paid time off

Work Location: In person