Service Desk Analyst

SERVICE DESK ANALYST

Location (city, state): Onsite 5 days a week, Nashville TN

Compensation: $60,000 Salary, $26-30/Hour

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Industry: Supply Chain

Qualifications:

1. End user and executive-level IT support within Microsoft environments
2. Office 365 Administration Center, Active Directory, and SharePoint support experience
3. Strong communication skills with polished, professional end-user interaction

Preferred but not required:

1. PowerShell or Python scripting for basic automation
2. Azure exposure and experience supporting project-based IT initiatives

Job Description:

Day-to-day includes supporting end users and executive leadership, managing Office 365 and Active Directory-related requests, assisting with SharePoint support, and partnering closely with the IT Security and Systems Administration teams on ongoing projects and process improvements. The role is highly visible across the organization and requires someone comfortable balancing support priorities with relationship building and cross-functional collaboration.

• Serve as the first point of contact for internal and external end users seeking technical assistance with hardware, software, telephony, business applications, and organizational websites
• Gather relevant information from end users to accurately document, prioritize, track, and resolve support tickets in a timely manner via the IT service management (ITSM) system
• Perform Tier 1 troubleshooting, diagnosis, and resolution for common technical issues; provide clear guidance and instruction to end users throughout the process
• Escalate unresolved incidents and service requests to appropriate IT teams while maintaining ticket ownership and communication with the end user
• Monitor system health and infrastructure alerts; initiate escalation procedures per established protocols when anomalies are detected
• Support user account lifecycle management, including onboarding setup and access provisioning for internal systems and web platforms
• Perform routine operational tasks including daily backup media rotation and verification
• Assist with conference room technology setup and scheduling coordination
• Provide dedicated white-glove technical support to senior leadership and executive staff, including C-suite and VP-level personnel; prioritize and resolve executive technology issues with urgency and discretion
• Act as a trusted technology liaison for executives, proactively maintaining their devices, peripherals, and collaboration tools to minimize disruption to business operations
• Adhere to documented procedures, runbooks, and IT policies when performing job functions

REQUIRED

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.