Service Desk Analyst

Provide first and second tier technical support to internal employees. The role requires an aptitude for working with applications and systems to analyze, diagnose, and resolve employee issues or requests, ranging from straightforward to complex technical problems. Excellent communication, interpersonal, and technical skills are essential to delivering high-level customer service.

Responsibilities

• Troubleshoot software, hardware, and connectivity issues remotely.
• Understand and articulate root causes of customer issues.
• Log all Service Desk contacts into the Incident Management System (ServiceNow).
• Install, upgrade, and maintain software, hardware, and peripherals.
• Familiarity with encryption, security tools, and triaging within this environment.
• Assist customers in gaining access to various systems and servers.
• Deploy and patch software using device management technologies (VMware and Ivanti).
• Communicate call and chat trends, as well as emerging issues.
• Take ownership of small projects from start to finish.
• Develop and maintain Knowledge Base and process documentation.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues, follow up on problem status, and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Analyze and resolve incidents within expected turnaround time.

Requirements

• Service Desk experience with Slack, chat, and phone support.
• Proficiency in Windows 11, WiFi issues, VPN, and connectivity troubleshooting.
• Strong phone support, multitasking, and coordination skills.
• Must be comfortable working weekends starting in January; no time off permitted during the 2-week training period.

Schedule

• Full-time, 40 hours per week, 5-day work week.
• 7 days of support per week (5 AM – 9 PM PT) year-round.
• Weekend shifts required from December through April (Tax Peak).
• Flexibility required during Tax Season peaks.

Pay

$29.00 - $29.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• Medical, dental, and vision insurance.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for employee and dependents).
• Short-term and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

This is a fully remote, contract position based in Nashville, TN.