IT Service Desk Analyst

IDR; Nashville (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Stock Ownership

Life insurance

Award recognition

Job summary

The IT Service Desk Analyst at gobravvo provides frontline IT support in a Nashville, TN on-site environment, handling hardware, software, and network issues with a strong focus on customer service and quick resolution.

You will work with ServiceNow, manage mobile devices, Active Directory, VPN, and video conferencing tools like Cisco WebEx and MS Teams, resolving up to 30 calls per day in a fast-paced setting.

Qualifications

• Experience in an IT call center or help desk environment.
• Ability to handle up to 30 support calls per day.
• Proficiency with ticketing systems such as ServiceNow.
• Knowledge of Active Directory and basic network troubleshooting (VPN, Wi‑Fi).
• Strong interpersonal and communication skills.
• On-site full-time in Nashville, TN.

Responsibilities

• Provide tier1 IT support for hardware, software, and network issues.
• Manage a high volume of support calls and tickets via ServiceNow or similar systems.
• Support mobile device management for smartphones and tablets.
• Administer user accounts in Active Directory.
• Troubleshoot video conferencing solutions, including Cisco WebEx, MS Teams, and Cisco Presence.
• Assist users with VPN and remote access setup and troubleshooting.
• Document all support interactions accurately in the ticketing system.
• Collaborate with IT team to resolve complex technical issues.

Job description

The IT Service Desk Analyst plays a crucial role in delivering high-quality IT support within enterprise and government environments. As a central point of contact for all IT-related incidents and service requests, the IT Service Desk Analyst ensures efficient, accurate, and customer-focused resolution of technical issues. This position involves direct interaction with a diverse user base, supporting hardware, software, and network troubleshooting needs. Working as an IT Service Desk Analyst provides a unique opportunity to develop technical skills, enhance problem-solving abilities, and contribute meaningfully to organizational success. This is a full-time, on-site role in Nashville, TN, ideal for individuals passionate about technology and dedicated to exceptional customer service.

In this key IT Service Desk Analyst position, you will provide tier1 support for a variety of technical challenges, including issues related to hardware, software, and network connectivity. You will handle a substantial volume of support calls and tickets, utilizing ServiceNow or comparable ticketing systems to track and resolve user requests effectively. Responsibilities also include mobile device management for smartphones and tablets, account administration in Active Directory, and troubleshooting video conferencing platforms such as CiscoWebEx, MicrosoftTeams, and Cisco Presence. Additionally, you will address VPN and remote access issues to ensure seamless connectivity for all users.

Success in this IT Service Desk Analyst role requires a strong foundation in IT call center operations and a demonstrated ability to manage high call volumes—up to30 calls per day. Experience with ticketing platforms, particularly ServiceNow, is highly valued, as is a working knowledge of Active Directory and basic network troubleshooting for technologies such as VPNs, Wi‑Fi, and LTE connections. Exceptional interpersonal and communication skills are essential, as the IT Service Desk Analyst must provide empathetic, patient, and effective customer service in potentially high‑pressure situations.

IT Service Desk Analyst - Summary

• Front-line IT support role in an enterprise/government setting.
• Focus on delivering excellent customer service and technical problem-solving.
• On-site, full-time position in Nashville, TN.
• Opportunity for professional growth within a leading organization.

Duties & Responsibilities

• Provide tier1 IT support for hardware, software, and network issues.
• Manage a high volume of support calls and tickets via ServiceNow or similar systems.
• Support mobile device management for iPhones, iPads, and other devices.
• Administer user accounts in Active Directory, including password resets and account permissions.
• Troubleshoot video conferencing solutions, including CiscoWebEx, MS Teams, and Cisco Presence.
• Assist users with VPN and remote access setup and troubleshooting.
• Document all support interactions accurately in the ticketing system.
• Collaborate with other IT team members to resolve complex technical issues.

Salary & Benefits

• Competitive compensation package.
• Comprehensive benefits, including medical, vision, dental, and more.
• Employee Stock Ownership Program.
• Life insurance and additional voluntary benefits.
• Recognition as a ClearlyRated Best of Staffing® Client and Talent Award winner.

Qualifications & Requirements

• Experience in an IT call center or help desk environment preferred.
• Capacity to handle up to 30 support calls per day.
• Proficiency with ticketing systems such as ServiceNow or similar platforms.
• Knowledge of Active Directory and basic network troubleshooting (VPN, Wi‑Fi, LTE).
• Strong interpersonal skills with a focus on empathy and effective communication.
• Ability to work on-site full-time in Nashville, TN.

Ideal Candidate Snapshot

• Technically proficient and eager to solve problems.
• Excellent customer service orientation under pressure.
• Comfortable with fast-paced, high-volume environments.
• Team player with a commitment to ongoing learning and professional growth.

Other Relevant Information

• Organization has over 25 years of proven industry experience.
• Dedicated engagement manager for employee support and success.
• Commitment to diversity, equity, and inclusion in hiring practices.
• EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.