Service Desk Analyst

InfiCare Staffing; Franklin (TN); On-site; USD 42,000 - 54,000; Full time

Job summary

InfiCare Staffing seeks an IT support specialist to be the primary point of contact for end-user technical support. You will troubleshoot hardware, software, and networking issues to keep downtime to a minimum across the organization.

Responsibilities include diagnosing and repairing desktops, laptops, printers, and mobile devices; installing and supporting Windows and macOS operating systems and standard productivity suites; and using ITSM ticketing to log and resolve requests within SLAs.

Qualifications

• Diagnose, repair, and upgrade desktops, laptops, printers, and mobile devices; install and troubleshoot Windows/macOS and productivity suites.
• Understand TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, and routing/switching to fix LAN/WAN issues.
• Log, prioritize and track end-user requests using ITSM/ticketing systems within SLAs.

Skills

Hardware troubleshooting

Software troubleshooting

Networking basics

Job description

In this role, you will serve as the primary point of contact for end-user technical support, troubleshooting hardware, software, and networking issues to ensure minimal downtime across the organization.

Required Skills

• Hardware & Software Troubleshooting: Proficiency in diagnosing, repairing, and upgrading desktop computers, laptops, printers, and mobile devices, along with expert installation and troubleshooting of Windows/macOS operating systems and standard productivity suites.
• Network Administration & Connectivity: Solid understanding of networking fundamentals—including TCP/IP, DNS, DHCP, VPNs, Wi-Fi configuration, and routing/switching—to troubleshoot and resolve LAN/WAN connectivity issues efficiently.
• Helpdesk & Ticketing Systems: Hands-on experience using IT service management (ITSM) tools or ticketing systems to log, prioritize, track, and resolve end-user technical support requests within established Service Level Agreements (SLAs).