Service Desk Analyst

Jobtailor; Tennessee; On-site; USD 42,000 - 60,000; Full time

Job summary

Jobtailor is seeking an Information Systems Support Specialist in Tennessee to provide Tier 1 customer help desk assistance. You will receive, log, analyze, and resolve requests across multiple channels, and then assign calls to the right teams.

You will monitor systems, maintain Help Desk data, and develop process documentation. The role emphasizes independent judgment, strong reading of manuals, and clear verbal/written communication while handling end-user issues.

Qualifications

• Associate's Degree in Computer Sciences required.
• Preferred: High School Diploma or Equivalent.
• Preferred: 1–3 years of end-user support experience.
• Preferred: 1–3 years of technical support call center or help desk experience.
• Preferred: Microsoft Certified Technology Specialist certification.
• Knowledge of a wide range of hardware equipment and software applications.
• Comprehensive understanding of Information Systems and support-group functions.
• Ability to operate and troubleshoot computer operating systems, applications, and system management software tools.
• Ability to read and understand technical manuals and documentation.
• Accurate typing while conversing with customers by telephone.
• Verbal and written communication ability.

Responsibilities

• Receive, log, analyze, and resolve customer requests for Information System services.
• Provide Tier 1 customer support by directly responding to service requests.
• Assign calls to appropriate support groups or individuals.
• Monitor processes and the status of various systems.
• Maintain accurate information in Help Desk system databases.
• Develop and maintain process resolution documentation, flow sheets, and procedural references.
• Independently exercise sound judgment and initiative across varied circumstances.
• Interpret equipment status indicators to determine appropriate operating conditions.
• Read technical manuals and documentation to determine correct actions and safety precautions.
• No lead or supervisory responsibilities.

Skills

Verbal Communication

Written Communication

Customer-Oriented Demeanor

Professionalism

Judgment & Initiative

Education

Associate's Degree in Computer Sciences

High School Diploma or Equivalent

Tools

Help Desk System

System Management Software

Job description

• Receive, log, analyze, and resolve customer requests for Information System services through various communication channels


• Provide Tier 1 customer support by directly responding to service requests


• Assign calls to appropriate support groups or individuals


• Monitor processes and the status of various systems


• Maintain accurate information in Help Desk system databases


• Develop and maintain process resolution documentation, flow sheets, and procedural references


• Independently exercise sound judgment and initiative across varied circumstances


• Interpret equipment status indicators to determine appropriate operating conditions


• Read technical manuals and documentation to determine correct actions and safety precautions


• No lead or supervisory responsibilities

Requirements

• Required: Associate's Degree in Computer Sciences


• Preferred: High School Diploma or Equivalent


• Preferred: 1–3 years of end-user support experience


• Preferred: 1–3 years of technical support call center or help desk experience


• Preferred: Microsoft Certified Technology Specialist certification


• Knowledge of a wide range of hardware equipment and software applications


• Comprehensive understanding of Information Systems and support-group functions


• Information Technology support expertise commensurate with education/training


• Ability to operate and troubleshoot computer operating systems, applications, and system management software tools


• Ability to read and understand technical manuals and documentation


• Accurate typing while simultaneously conversing with customers by telephone


• Verbal and written communication ability


• Customer-oriented and professional demeanor


• Good balance and coordination


• Ability to meet light-work physical requirements, including exerting up to 25 lbs. occasionally and/or up to 10 lbs. frequently


• Close visual acuity for data analysis, transcription, computer-terminal viewing, and extensive reading

Core Competencies

Demonstrates expertise in Information Systems support, including customer service, technical troubleshooting, and documentation management. Proficient in operating systems and applications, with strong communication skills to effectively assist end-users.

Highest-signal resume keywords

• Information Systems Support Expertise


• Customer Support Experience


• Technical Support Call Center Experience


• Microsoft Certified Technology Specialist


• Ability to Troubleshoot Operating Systems

ATS Optimization Keywords

Hard Skills

• Technical Support


• End-User Support


• Troubleshooting


• Documentation Management


• Information Systems Knowledge


• Operating Systems Proficiency


• Software Applications Knowledge


• Help Desk System Management


• Data Analysis


• Typing Accuracy

Soft Skills

• Verbal Communication


• Written Communication


• Customer-Oriented Demeanor


• Professionalism


• Judgment and Initiative

Certifications & Qualifications

• Microsoft Certified Technology Specialist

Industry Keywords

• Customer Support


• Technical Support


• Call Center


• Information Technology


• Hardware Equipment Knowledge


• Software Applications Knowledge

Tools & Technologies

• Help Desk System


• System Management Software