IT Help Desk Analyst

Internal Job Title:      IT Help Desk Analyst I

Reports To:                 Senior Infrastructure Manager

FLSA Status:               Exempt, Full Time

Location:                    Nashville Area, with up to 50% travel

Position Title: IT Help Desk Analyst (Client IT)

Position Summary

The IT Help Desk Analyst will work closely with our external clients to support desktops, network peripherals, various software applications, and server-related activities to support the growing demand for our products and services. This role will provide support services with technical problems involving desktop, laptop, or network services from local and remote customers. 

Key Responsibilities

• Perform support activities including handling phone calls and emails in a help desk environment. Support area includes Active Directory, printer, hardware, software, networking, and Office 365 issues. 

• Handle technology issues and proactively follow up on tickets with the ability to troubleshoot problems, determine the source, and perform appropriate actions. 

• Handle service requests with a sense of urgency and high level of customer service; responsible for keeping helpdesk queue to a minimum 

• Produce, maintain, and update technical documentation and service requests. Including time spent and relevant details on service tickets to ensure accurate tracking, accountability, and clear communication with team members and clients.

• Responsible for project work as assigned. 

• After hours support as part of the On-Call team  

• Fortinet firewall configuration experience a plus 

• Willing to be part of a team to support, install and train users on our PCs and peripherals for pre and post-implementation activities 

• Understanding of network cabling CAT6 standards and switching 

• Must have a great work ethic with a high level of integrity to interact with our teams and clients 

Qualifications:

• 2+ years of experience troubleshooting application software or related education/training 

• Minimum of one-year experience with Microsoft Windows 10/11, hardware and networking/IP configuration 

• Basic Active Directory experience required 

• Familiarity with IT Ticketing systems 

• Experience with VPN configuration and troubleshooting 

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