IT Helpdesk Analyst

StaffSource, LLC; Tennessee; On-site; USD 36,000 - 48,000; Full time

Job summary

StaffSource, LLC in Tennessee is seeking a proactive Help Desk Analyst to be the first point of contact for employee IT support. You will troubleshoot hardware, software, and network issues across devices and manage user accounts in Active Directory or similar systems.

You will document interactions, maintain IT inventory, and assist with onboarding/offboarding, while collaborating with the IT team on projects and process improvements.

Qualifications

• Associate degree in Information Technology, Computer Science, or equivalent experience.
• 1-2 years of experience in a help desk or IT support role.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365 Suite, and common troubleshooting tools.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira) and remote support tools.
• Basic understanding of networking concepts such as Wi‑Fi, VPN, and IP addressing.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Strong interpersonal skills, a collaborative mindset, and a genuine commitment to team success.
• Ability to prioritize tasks, manage time effectively, and thrive in a fast‑paced environment.

Responsibilities

• Serve as the initial point of contact for IT inquiries via phone, email, or ticketing system, delivering timely solutions.
• Troubleshoot and resolve hardware, software, network, and peripheral issues across laptops, desktops, printers, and mobile devices.
• Manage user accounts, including setup, modification, deactivation, password resets, and permissions in Active Directory or other systems.
• Assist with onboarding and offboarding tasks, including configuring new equipment and secure access.
• Document and track all support interactions in the ticketing system, ensuring accuracy and follow-through.
• Maintain IT inventory and proper equipment allocation and tracking.
• Provide end-user training and guidance on software, hardware, and IT policies.
• Collaborate with the broader IT team on projects like system upgrades and software rollouts.
• Identify recurring issues and recommend solutions to improve efficiency and user satisfaction.

Skills

Windows & macOS

Microsoft 365

Troubleshooting

Communication skills

Team collaboration

Education

Associate degree in IT or related field

Tools

Zendesk

ServiceNow

Jira

Job description

Job Description

We are seeking a proactive Help Desk Analyst to join our IT team. In this role, you will be the first line of support for employees, ensuring their technical issues are resolved quickly and effectively. The ideal candidate is a person who thrives in dynamic environments, is eager to take on responsibility, and enjoys working collaboratively to provide exceptional support.

Responsibilities

• Serve as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system, delivering timely and effective solutions.
• Troubleshoot and resolve hardware, software, network, and peripheral issues across laptops, desktops, printers, and mobile devices.
• Manage user accounts, including setting up, modifying, and deactivating accounts, as well as resetting passwords and managing permissions in Active Directory or other systems.
• Assist with onboarding and offboarding tasks, including configuring new equipment and ensuring secure access for employees.
• Document and track all support interactions and resolutions in the ticketing system, ensuring accuracy and follow-through.
• Maintain IT inventory and ensure equipment is properly allocated and tracked.
• Provide end-user training and guidance on software, hardware, and IT policies to empower employees.
• Collaborate with the broader IT team to support projects, such as system upgrades, software rollouts, and process improvements.
• Identify recurring issues and recommend solutions to improve efficiency and user satisfaction.

Requirements

• Associate degree in Information Technology, Computer Science, or equivalent experience.
• 1-2 years of experience in a help desk or IT support role, with demonstrated ability to manage diverse technical tasks.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365 Suite, and common troubleshooting tools.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira) and remote support tools.
• Basic understanding of networking concepts such as Wi‑Fi, VPN, and IP addressing.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Strong interpersonal skills, a collaborative mindset, and a genuine commitment to team success.
• Ability to prioritize tasks, manage time effectively, and thrive in a fast‑paced environment.

Preferred Qualifications

• CompTIA A+, Network+, or ITIL Foundation certification.
• Experience with Active Directory and IT asset management.
• A proactive approach to problem‑solving and continuous improvement.

Company Description

StaffSource is committed to creating long‑term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.

Founded in 2003, StaffSource now has a 20+ year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.

StaffSource is committed to creating long‑term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.

Founded in 2003, StaffSource now has a 20+ year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regiona