IT Service Desk Analyst
Location: Brentwood, TN
Job Type: Contract
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
The IT Service Desk Analyst plays a vital role in delivering exceptional technical support and customer service for end-users. As organizations increasingly rely on robust IT systems, the IT Service Desk Analyst ensures technology operates smoothly, responds to incidents promptly, and delivers solutions that keep productivity high. This position is well-suited for detail-oriented professionals looking to build or advance a career in information technology support, especially those who thrive in team environments and seek opportunities for professional development. Working as a full-time IT Service Desk Analyst, you will collaborate with a dynamic team and contribute to a supportive, team-oriented culture. This role is integral to the growth and ongoing success of the service desk operation, and it offers a pathway to long-term advancement in the IT field.
Joining the IT Service Desk Analyst team means taking on responsibilities central to the organization’s IT infrastructure and user satisfaction. You will be directly involved in providing technical assistance, maintaining documentation, and supporting the onboarding and training of new clients. These tasks ensure the seamless delivery of IT services and contribute to an efficient, responsive support environment. The IT Service Desk Analyst position is a great opportunity for those with experience in IT support who are ready to use their skills to make a tangible impact in an industry-leading environment. If you are passionate about technology and customer service, this is your chance to be part of a forward-thinking team.
IT Service Desk Analyst - Summary- Provides comprehensive support and troubleshooting for end-users, ensuring IT issues are resolved efficiently.
- Acts as a key contact point for IT service desk inquiries and incidents, delivering solutions with professionalism and clarity.
- Contributes to onboarding and training processes for new clients, ensuring smooth integration and support transition.
- Works collaboratively with team members to achieve high service standards and consistent performance across all support channels.
- Deliver high-quality IT support, addressing technical issues for end-users via phone, email, or ticketing systems.
- Document all service desk interactions, resolutions, and follow-up actions to maintain accurate records and facilitate knowledge sharing.
- Participate in training and onboarding activities for new client service desks, contributing to a seamless client experience.
- Troubleshoot hardware and software problems using established tools and procedures, escalating issues as needed.
- Communicate clearly with users to understand their concerns, provide guidance, and ensure customer satisfaction.
- Adhere to service desk protocols and performance metrics to achieve departmental goals.
- Adapt to flexible scheduling, including shifts between early morning and early evening as well as occasional weekend hours.
- Collaborate with other IT staff and departments to resolve complex issues and implement improvements to support processes.
- Competitive compensation package reflective of industry standards.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Access to an Employee Stock Ownership Program (ESOP).
- Opportunities for advancement within a growing organization recognized for its industry leadership.
- Supportive, team-oriented work environment with a strong emphasis on professional growth.
- Recognition as a ClearlyRated Best of Staffing® Client and Talent Award winner for 12 consecutive years.
- Prior experience in IT support, help desk, or service desk roles is essential.
- Excellent communication skills in English, both verbal and written, to interact with end-users and team members.
- General IT knowledge, including troubleshooting hardware and software issues.
- Ability to work effectively in a flexible, hybrid team environment and adapt to changing schedules.
- Relevant IT certifications, such as CompTIA or similar, are preferred and may enhance candidacy.
- Demonstrated ability to work collaboratively and contribute to a positive team culture.
- Detail-oriented and committed to delivering outstanding customer service in every interaction.
- Enjoys solving technical problems and helping others achieve success through technology.
- Adaptable to different work schedules and able to thrive in dynamic, fast-paced environments.
- Possesses a growth mindset and is eager to participate in professional development and training opportunities.
- Values teamwork and actively contributes to a collaborative, supportive workplace culture.
- This IT Service Desk Analyst role offers the chance to join a respected company with a proven track record and expansion goals.
- The position provides a unique opportunity to work in a city recognized for its vibrant business community and quality of life.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
- IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are ready to take the next step in your IT support career and want to make a meaningful impact as an IT Service Desk Analyst, apply now by clicking the job application button and become part of an award-winning team dedicated to excellence in service delivery.