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

STI; Nashville (TN); On-site; USD 42,000 - 55,000; Full time

Job summary

STI in Nashville, TN is seeking an IT Help Desk Analyst for on-site duties at 312 Rosa Parks Ave. The role supports end users, troubleshoots hardware and software, and ensures ticketed issues are resolved promptly.

Responsibilities include Active Directory management, iOS device deployment, setting up video conferencing, and network troubleshooting (VPN, wifi, LTE). You will provide remote support via MSRA/RDP/Teams/WebEx and manage ServiceNow tickets.

Qualifications

• Experience providing IT help desk support and incident management.
• Knowledge of Active Directory, user accounts, and password resets.
• Familiar with iOS device management and deployment.
• Experience with video conferencing tools like WebEx and Teams.

Responsibilities

• Respond to user requests and resolve incidents in a timely manner.
• Administer Active Directory: OUs, attributes, password resets.
• Manage iOS devices: setup, resets, backup/restore.
• Troubleshoot networks: VPN, LTE, Wi-Fi.
• Provide remote support via MSRA, RDP, Teams, WebEx.
• Handle hardware deployment and ServiceNow ticketing.

Skills

Help Desk Support

Active Directory Management

iOS Management

Video Conferencing

Network Troubleshooting

Remote Support

Hardware Deployment

MS Teams

WebEx

Tools

ServiceNow

RDP

VPN

WebEx

MS Teams

Job description

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

12+ Months

Must be able to lift at least 50 pounds.

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