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1 result for Help Desk Analyst Ii in Nashville, TN
- Nashville, TN
- onsite
- Permanent / Full Time
- 70000 - 80000 USD / Yearly
- <p>Our client is seeking a Service Support Analyst to join their team. The analyst is responsible for managing the intake, assessment, and resolution of technology-related incidents and service requests from internal users across our client’s organization. Acting as a primary point of contact, the analyst provides direct end-user support while ensuring requests are logged, prioritized, and resolved in alignment with established service management processes.</p><p><br></p><p><strong>Responsibilities:</strong></p><p><strong>Task Execution and End-User Support</strong></p><ul><li>Respond to incidents and service requests via phone, email, chat, and self-service portals</li><li>Log, categorize, prioritize, and resolve tickets within the ITSM platform</li><li>Troubleshoot desktop, application, and connectivity issues</li><li>Communicate clearly with users and provide status updates</li></ul><p><strong>Endpoint & Desktop Support</strong></p><ul><li>Support Windows laptops, desktops, and AVD</li><li>Assist with device provisioning, refresh, and decommissioning</li><li>Troubleshoot hardware, software, and configuration issues</li><li>Support devices managed through centralized endpoint management platforms</li></ul><p><strong>Identity, Access & Administration</strong></p><ul><li>Perform Entra ID and Active Directory administration tasks</li><li>Support onboarding and offboarding processes</li><li>Manage group-based access and permissions</li><li>Troubleshoot authentication and access issues</li></ul><p><strong>Endpoint Management & Security Support</strong></p><ul><li>Support device compliance with security baselines</li><li>Assist with patching and endpoint protection troubleshooting</li><li>Identify and escalate potential security incidents</li></ul><p><strong>Documentation & Continuous Improvement</strong></p><ul><li>Document all support actions and resolutions</li><li>Maintain and contribute to knowledge base articles</li><li>Identify recurring issues and recommend improvements</li></ul><p><strong>Operating Standards & Expectations</strong></p><ul><li>Operate within an ITIL-aligned service management framework</li><li>Adhere to security, compliance, and data protection policies</li><li>Meet defined service performance and documentation standards</li></ul>
- 2026-04-20T00:00:00Z