IT Help Desk Analyst

Internal Job Title: IT Help Desk Analyst II

Reports To: Senior Infrastructure Manager

FLSA Status: Salaried, Exempt

Location: Greater Nashville TN area (commutable distance to Brentwood TN)

External Position Title: IT Help Desk Analyst

Position Summary

Are you passionate about solving tech problems and helping people? In this IT Help Desk Analyst role, you’ll be on the front lines supporting our company’s customers with their day-to-day IT needs. Reporting to the Global IT Infrastructure Manager, you'll provide remote and on-site assistance and technical guidance to end-users—helping them troubleshoot hardware, software, and system issues using diagnostic tools and remote access.

This is a great opportunity to make an impact in a client-facing role, where you’ll be the trusted go-to expert for resolving issues and ensuring smooth operations for our customers. We’re looking for someone with at least two years of experience in IT support or relevant education in the field. If you're energized by a fast-paced, collaborative environment and take pride in delivering exceptional service, this could be the next step in your tech career.

Key Responsibilities 

• Perform Tier 1 IT support activities by responding to queries via chat, email, or phone
• Provision technology equipment for employees
• Respond in a timely manner to service issues and requests
• Direct unresolved issues to the next level of support personnel
• Escalate issues to tier 2 and 3 teams when necessary
• Support VPN infrastructure for customers and internal employees, account login management for all systems, Security software
• Produce, maintain, and update technical documentation and service requests
• Responsible for project work as assigned
• Resolve problems with networks and other computer systems
• Follow up with customers to ensure full resolution of issues
• Remotely access client hardware and/or software to make changes and resolve issues
• After hours support as needed
• Travel to customer sites as needed, up to 50%
• Other duties as assigned

Qualifications:

• Associates Degree in the Information Technology field preferred
• 2+ years of experience in IT Support focused on technical troubleshooting
• Basic Active Directory experience required
• Familiarity with IT Ticketing systems
• Experience with VPN configuration and troubleshooting
• Cross-platform OS knowledge [Linux, MAC and Windows] for both workstations and servers
• Good understanding of computer systems, mobile devices and other tech products

Competencies for Success

• Analytical and Critical Thinking: Reviews and manages data with strong attention to detail; combines facts with likely possibilities; articulates and resolves complex problems
• Quality Focused: A recognition of the value of doing things the right way; has a high sense of integrity and thoughtfulness in your actions
• Achievement Orientation: results and commitment in the face of obstacles typical in a growth oriented, acquisitive software company; Motivated to achieve challenging goals; Exhibits a sense of urgency in solving problems and getting work done
• Self Confidence and Initiative: Exhibits confidence and approaches challenging tasks with a “can-do” attitude; Identifies what needs to be done and has a bias for action; Operates independently in absence of perfect information/direction; Persistent – does not give up when faced with difficult obstacles or rejection
• Building Collaborative Relationships: Asks questions to identify shared interests; Digs to understand business concerns and perspectives of others; Consciously builds rapport and establishes common bonds; Builds trust with people whose assistance, cooperation and support may be helpful