Hybrid IT Help Desk Lead & End-to-End Support Analyst

FusionSite Services LLC

Nashville (TN)

Hybrid

USD 45,000 - 65,000

Full time

5 hours ago

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Job summary

FusionSite Services LLC is hiring an experienced Helpdesk Analyst to own the user relationship end to end, manage tickets from intake to confirmed fix, and contribute to a knowledge base that speeds future resolutions.

Based in Nashville with hybrid work and regular on-site days for hands-on device tasks, you will run the desk lead rotation, support Microsoft 365, Entra ID, and Intune-managed endpoints, and advocate for clear communication with non-technical users on the shop floor or in the

Qualifications

3 to 5 years in an IT helpdesk or desktop support role supporting business users.
Strong troubleshooting across Windows, Microsoft 365, Entra ID or Active Directory, endpoint management (Intune), printing, and basic networking.
Experience with published response/ satisfaction targets in a ticketing system and documentation.
Clear, patient written and spoken communication with non-technical users.
Ability to set priority by impact and escalate when needed.

Responsibilities

Own tickets start to finish from portal, phone, Teams, and email.
Support Microsoft stack: 365, Outlook/Exchange Online, Entra ID, AD, Intune endpoints.
Run onboarding/offboarding: account creation, device build/shipment, access requests, terminations.
Serve as desk lead in rotation for one week at a time.
Turn conversations into tickets and link knowledge base in replies.
Escalate cleanly with a summary and maintain requester relationship.
Keep track of laptops, phones and printers as they move between sites.