IT Support Analyst - Corporate Services

About Us

At Gresham Smith, we call it Genuine Ingenuity. Our culture is the cornerstone of who we are, and our people are at the heart of everything we do. United by our Core Purpose—to plan, design, and consult to create healthy and thriving communities—we deliver innovative solutions for life’s essential infrastructure and institutions. What sets us apart is our dedication to care for our people, our clients, and the places we call home. We are more than a team of professionals—we’re a community built on commitment, integrity, respect, and teamwork.

Why Gresham Smith? When you join Gresham Smith, you’re joining a place where you can connect and thrive. Our employees consistently recognize us as a Best Place to Work because we go above and beyond to ensure that you feel valued, supported, and empowered.

About You

• Bachelor’s degree or equivalent years of relevant experience
• Two or more years of relevant IT support experience
• Experience with ServiceNow or similar IT Service Management (ITSM) tools is preferred
• Strong problem-solving skills and the ability to work independently and collaboratively
• Excellent verbal and written communication skills

About The Role

• Respond promptly to Service Desk support tickets, troubleshooting and resolving issues effectively
• Manage and evaluate support tickets to ensure timely resolution, prioritizing business-critical incidents for escalation as necessary
• Document solutions consistently and clearly within ServiceNow
• Provide support for a range of technologies including Windows 11 laptops, docking stations, mobile devices, tablets, network equipment for office and remote workers, hotspots, monitors, headsets, virtual reality equipment, conference room technology, printers, and plotters
• Communicate effectively with end users via phone, video calls, instant messaging, email, and in-person, making technical information accessible
• Support employees located at the Nashville corporate headquarters, remote offices, and hybrid workers at home
• Collaborate with other technology departments and external vendors to resolve issues promptly
• Develop and maintain knowledge base articles and other support documentation
• Lead and participate in projects aimed at enhancing Service Desk support quality and efficiency

Pay

The salary range for this position is $50,000 - $75,000 annually, depending on experience and qualifications.

Schedule

The role is typically full-time, with some flexibility for remote work.