Help Desk Analyst

Position Title: Help Desk Analyst

Department: Information Technology Services – Technical Support Service Center (TSSC)

Location: Nashville, TN

Environment: 24/7 Technical Support

• Join a dynamic technical support team where your role as a Help Desk Analyst will be critical in maintaining the performance and reliability of IT services across the organization. You’ll serve as the first point of contact for technical issues, providing responsive and professional support to end users.

Key Responsibilities

• Deliver first-level technical support via phone, email, voicemail, and callbacks.
• Accurately log and manage incidents and service requests using the ticketing system.
• Escalate unresolved issues to appropriate teams to ensure timely resolution.
• Notify relevant teams of critical incidents and service disruptions.
• Maintain and update documentation and knowledge base articles.
• Share updates and insights with the support team to improve service delivery.
• Participate in team meetings, workshops, and training sessions to stay current with tools and procedures.

Preferred Qualifications

• Experience managing forms and data in accordance with established protocols.
• Familiarity with IT Service Management frameworks (e.g., ITIL, ISO 20000).
• Working knowledge of personal computing, networking, and voice communication systems.
• Ability to quickly learn and adapt to new technologies and applications.
• Strong communication skills for translating technical issues to both users and technical staff.
• Excellent problem-solving and customer service abilities.
• Proficient in typing and phone-based support.

Skills

• Help desk support
• Troubleshooting
• Windows 10
• Service desk operations
• Customer service
• Active Directory
• Technical support

Top Skills

• Help desk support
• Troubleshooting
• Windows 10

Additional Qualifications

• Minimum 1 year of experience in an enterprise-level IT support environment.
• High school diploma and experience in an IT customer support center.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Valid Class D driver’s license.