Help Desk Support Analyst

Job Description

Job Description

Help Desk Support Analyst

Location: Franklin, TN (Onsite, Monday-Friday)
Duration: 6-Month Contract with potential for full-time conversion

Position Summary

We are seeking a Help Desk Support Analyst to provide first-level technical support to employees across the organization. The role involves responding to phone, email, and support portal requests, troubleshooting technical issues, managing service tickets, and ensuring excellent customer service while meeting established service level agreements (SLAs).

Key Responsibilities

• Serve as the first point of contact for technical support requests via phone, email, and ticketing systems.
• Troubleshoot and resolve hardware, software, password, and system access issues.
• Create, track, and update support tickets through resolution.
• Reset passwords and provide Active Directory account support.
• Escalate complex issues to appropriate teams and follow up to ensure timely resolution.
• Support employee onboarding, offboarding, moves, adds, and changes.
• Document incidents, outages, security events, and problem resolutions.
• Assist with service desk improvements, projects, and process enhancements.
• Deliver exceptional customer service while maintaining SLA compliance.
• Collaborate with internal IT teams and business stakeholders.
  

Required Qualifications

• Experience providing Help Desk, Desktop Support, or Technical Support services.
• Strong troubleshooting and problem-solving skills.
• Experience with:
• • Microsoft Active Directory
  • Windows Desktop Operating Systems
  • Microsoft Office Suite
  • Password resets and user account administration
  • Ticketing systems and incident management
• Excellent verbal and written communication skills.
• Ability to multitask and work in a fast-paced environment.
• Strong customer service orientation.
  

Preferred Qualifications

• College degree preferred.
• Microsoft certifications preferred.