Service Desk Analyst I - Nashville, TN - Onsite

Help Desk / Service Desk Support Analyst I
Location: Nashville, TN - Onsite
Duration: 12+ Months Contract

Key Skills & Qualifications
• Strong customer service, communication, and interpersonal skills
• Ability to support diverse users in a K-12 educational environment
• Strong troubleshooting and problem-solving abilities
• Ability to explain technical concepts clearly to non-technical users
• Experience working within structured support and escalation processes
• Ability to multitask and manage competing priorities in a fast-paced environment
• Strong organizational and documentation skills
• Ability to work collaboratively with technical teams, instructional staff, and district departments
• Awareness of cybersecurity and student data privacy best practices
• Willingness to learn new technologies, support tools, and operational processes



Experience
• Minimum 1-3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles required
• Experience supporting K-12 education, public sector, healthcare, or enterprise users preferred
• Experience supporting classroom technology or instructional applications preferred
• Entry-level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferred



Technical Requirements
• Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
• Experience using remote support and remote desktop tools
• Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools
• Familiarity with printers, wireless connectivity, classroom technology, and end-user devices
• Basic understanding of networking, audio-visual systems, and device troubleshooting
• Familiarity with knowledgebase platforms and self-service portals preferred
• Understanding of incident, request, and escalation management processes
• Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms



Operational Expectations
• Expected to provide timely, professional, and customer-focused technical support
• Must maintain accurate ticket documentation and support records
• Expected to follow district support procedures, escalation standards, and compliance requirements consistently
• Supports district knowledge management and self-service initiatives through documentation updates
• Expected to contribute to customer satisfaction and service quality goals
• Must maintain professionalism and confidentiality while supporting students, staff, and district systems
• May assist with emergency support activities, district initiatives, and operational projects when required