Help Desk Analyst

TEKsystems•Nashville, TN

2d•$22 - $25•Onsite

About The Position

Join a dynamic 24/7 technical support environment where your expertise will directly impact the efficiency and reliability of IT services across the organization. As a Service Desk Technician, you’ll be the first line of support, ensuring timely resolution of technical issues and delivering exceptional customer service.

Requirements

Experience handling forms and data in compliance with established protocols.
Familiarity with IT Service Management frameworks (e.g., ITIL, ISO 20000).
Working knowledge of personal computing, networking, and voice communication systems.
Quick learner with the ability to adapt to new applications and technologies.
Strong communication skills to clearly convey technical issues to both users and technical staff.
Excellent analytical, problem-solving, and customer service skills.
Proficient in typing and phone-based support.
Professional experience in an enterprise level environment. (1+ years)
High school diploma and one year of experience working in an Information Technology Customer Support Center setting possessing strong computer skills in Microsoft Office Applications (i.e. Outlook Word, Excel, PowerPoint, etc.)
Valid "Class D" Driver's license

Responsibilities

Provide first-level support by responding to inquiries via phone, email, voicemail, and callbacks.
Log and manage incidents and service requests using ticketing system, ensuring accurate documentation and appropriate routing.
Escalate unresolved issues promptly to meet resolution targets.
Alert relevant teams to critical incidents and service disruptions.
Maintain and update procedural documentation and knowledge base content.
Share updates on incidents, procedural changes, and key learnings with the support team.
Participate in team meetings, workshops, and training sessions to stay current with tools and processes.