Help Desk Analyst

Location: Nashville, TN (hybrid; regular on-site days for hands-on device work)

Schedule: Full-time, Central business hours, with a rotating week as desk lead

The Opportunity

FusionSite is resetting its IT helpdesk around one idea: one front door, one owner per ticket, measured on what employees actually feel. We support about 1,000 people across dozens of operating sites, most of them far from an IT office, and every one of them touches the helpdesk. We are hiring an experienced Helpdesk Analyst to join a small team that owns every request from first contact to confirmed fix.

This is not a ticket-queue-in-a-basement job. You will own the user relationship end to end, work a phone queue, keep a published scoreboard green, and write the knowledge base that makes the next ticket faster. The desk is the priority for IT right now, and the people who make it work are first in line for the tier-2 and project rotation that opens once the desk holds its targets.

What You'll Do

• Own tickets start to finish. Take requests from the portal form, phone queue, Teams and email. Set priority by business impact, keep the requester informed, and close only when the user confirms the fix.
• Support the Microsoft stack. Microsoft 365, Outlook and Exchange Online, Entra ID and Active Directory, Intune-managed Windows endpoints, mobile devices, printers and scanners, and site network basics.
• Run onboarding and offboarding. Account creation, device build and shipment, access requests, and clean terminations across acquired sites with different histories.
• Serve as desk lead in rotation. For one week at a time, own the helpdesk phone queue and every unassigned ticket, and clear untagged or stale tickets at week's end.
• Turn every conversation into a ticket. Calls, walk-ups and Teams messages become tickets before the work starts, so nothing is worked off the books.
• Build the knowledge base. Write short articles from recurring ticket types, and link articles in your replies instead of retyping the fix.
• Escalate cleanly. Hand off to Infrastructure or Applications with a clear summary, keep ownership of the requester relationship, and follow the ticket to resolution.
• Keep endpoint assets straight. Track laptops, phones and printers as they move between people and sites.

What “Good” Looks Like in Your First 90 Days

• Every ticket you own gets a first reply within the same half day.
• No ticket is closed without the requester hearing from you.
• Nothing you own sits more than a week without an update to the requester.
• You have run the desk-lead week on your own by day 60.
• Requesters rate their experience with you 4 out of 5 or better.
• You have written knowledge base articles that the team uses.

What You Bring

• 3 to 5 years in an IT helpdesk or desktop support role supporting business users, ideally across multiple locations or a distributed workforce.
• Strong hands-on troubleshooting across Windows, Microsoft 365, Entra ID or Active Directory, endpoint management (Intune or similar), printing, and basic networking.
• Experience working under published response and satisfaction targets in a ticketing system, and the habit of documenting as you go.
• Clear, patient written and spoken communication with people who are not technical and are often on a shop floor or in a truck.
• The judgment to set priority by impact rather than by who is loudest, and to ask for help early on a ticket that is stuck.
• Comfort answering a phone queue and being the face of IT for a site you have never visited.

Preferred (Not Required)

• CompTIA A+, Network+, Microsoft MD-102 or MS-900, or ITIL 4 Foundation.
• Experience with Atera or another RMM/PSA platform, RingCentral, and Power Automate.
• Experience supporting field or route-based operations (waste, logistics, utilities, construction, field services).
• Exposure to ERP or business-system user support.

Why This Role

• A desk that is being rebuilt with executive backing.
• A published scoreboard, so you know how you are doing without waiting for a review.
• Small team, direct access to the Director of IT, and real say in how the process works.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, or local laws. All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.

If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment, please contact our Talent Acquisition Team at View email address on click.appcast.io

Job applicants may request to review the company's Affirmative Action plans by contacting the talent acquisition team/recruiter or the Human Resources department.