Help Desk Analyst I

Description

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.

Requirements

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.

Technology Doesn't Change the World, People Do.

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