Help Desk Analyst I

About the role

We are looking for a Help Desk Analyst I to provide hands-on technical support across desktop systems, user access, and core infrastructure in Franklin, Tennessee. This Long-term Contract position is ideal for someone who enjoys solving day-to-day technology issues while contributing to stable, well-supported IT operations. Working closely with the broader infrastructure team and reporting to the Infrastructure Manager, this role will help maintain reliable service for end users and internal systems.

Responsibilities

• Investigate hardware, software, and system-related issues by gathering details from users, diagnosing root causes, and documenting findings clearly.
• Deliver front-line support for desktops, laptops, and basic mobile device concerns, including setup, configuration, maintenance, and routine updates.
• Troubleshoot common problems involving Microsoft 365, Office 365, Microsoft Windows 10, connectivity, and related end-user technologies.
• Administer user accounts and access within Active Directory and other internal business applications to support day-to-day operations.
• Monitor network and server performance, respond to alerts, and help reduce outages by addressing recurring technical problems proactively.
• Record incidents, service requests, and completed work accurately within the designated ticketing system while managing priorities and escalation paths.
• Partner with infrastructure staff to support network operations in a mid-sized environment and contribute to improvement efforts for system reliability.
• Coordinate with external vendors and service providers to help maintain dependable performance across supported technologies.
• Assist with equipment deployment activities, including preparing and delivering computers and laptops for new or existing users.
• Recommend needed technology purchases based on user demand, support trends, and operational requirements.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field is preferred.
• Prior experience in help desk, desktop support, computer technician, or general IT support work is preferred.
• Working knowledge of Active Directory, Microsoft Windows, Windows 10, and service desk ticketing practices.
• Ability to troubleshoot multiple technical issues efficiently and determine when escalation is required.
• Familiarity with network and server support in a business environment.
• Strong verbal and written communication skills with the ability to support users clearly and professionally.
• Proven ability to stay organized, manage competing priorities, and perform effectively in a fast-paced team setting.
• Ability to stand, bend, squat, and lift IT equipment as needed for deployment and support tasks.