IT Help Desk Analyst - Nashville, TN/On-Site

STI; Nashville (TN); On-site; USD 41,000 - 56,000; Full time

Job summary

STI is seeking an IT Help Desk Analyst to provide on-site technical support in Nashville, TN. The role involves handling calls, printer and AD management, iOS devices, video conferencing, and network troubleshooting, with a focus on customer service and efficient issue resolution.

The technician will support hardware deployment, remote assistance, and ServiceNow ticketing, working in a fast-paced on-site environment at 312 Rosa Parks Ave, Nashville.

Qualifications

• IT call center experience preferred.
• Must be able to lift at least 50 pounds.
• Able to handle call volume of up to 30 calls per day.
• People/Customer Service skills required.
• Printer administration and troubleshooting responsibilities.
• Active Directory management tasks including password resets and unlocking accounts.
• iOS management, support and deployment tasks.
• Experience with video conferencing tools (Cisco WebEx, MS Teams).
• Network troubleshooting (VPN, LTE, Wifi).
• Remote support using MSRA, RDP, Teams, Webex.
• Hardware deployment activities.
• ServiceNow ticket management and assignment.

Responsibilities

• Handle IT support requests from users in a call center environment.
• Troubleshoot printer queues and manage local queues.
• Manage Active Directory: OU navigation, password resets, unlocks.
• Set up and support iOS devices: iPhones/iPads, account resets, data backup/restoration.
• Support video conferencing platforms: WebEx, Teams, Cisco Presence.
• Troubleshoot network issues: VPN, LTE, Wi-Fi.
• Diagnose application issues: permissions, compatibility, browser vs installed.
• Provide remote assistance via MSRA, RDP, Teams, Webex.
• Deploy hardware and manage onboarding/offboarding of devices.
• Utilize ServiceNow for ticket creation, assignment and closure.

Skills

IT call center experience

customer service

ability to handle high call volume

hardware deployment

iOS management

printer administration

video conferencing

network troubleshooting

remote support

Tools

ServiceNow

Cisco WebEx

MS Teams

RDP

VPN

Active Directory

Job description

IT Help Desk Analyst

Work Location: 312 Rosa Parks Avenue Nashville, TN 37243/On-Site

12+ Months

Must be able to lift at least 50 pounds.

IT Call Center Experience preferred

Able to handle call volume of up to 30 calls per day.

People/Customer Service skills required

Printer Administration and Troubleshooting

• Server Print Queue, and local Queues

Active Directory Management

• Able to navigate Different OUs
• Able to look up attributes
• Able to reset password and unlock accounts.

iOS Management, Support, and Deployment

• Setting up new phones/Ipads
• Resetting iTunes accounts
• Resetting network settings
• Backup/Restore device data

Video Conferencing

• Cisco WebEx
• MS Teams
• Cisco Presence video solutions

Network troubleshooting

• Internal vs external
• VPN
• LTE
• Wifi

Application Troubleshooting

• Account permission
• Compatibility settings
• Browser vs installed

Remote support

• MSRA
• RDP
• TEAMs
• Webex

Hardware Deployment

ServiceNow

• Ticket management
• Ticket assignment