Help Desk Analyst

Brown and Caldwell•Nashville, TN

9h•$51,000 - $64,000•Onsite

About The Position

The Help Desk Analyst performs general technical and administrative help desk support tasks and completes routine assignments for incidents, service requests, and user support needs across Brown and Caldwell’s technology environment. This role applies established support processes, documentation, and developing technical knowledge to resolve assigned issues, while receiving assistance or escalation support for more complex assignments. This role works under moderate supervision with some latitude for independent judgement when completing assigned tasks. This role supports consistent service delivery by documenting work accurately, maintaining knowledge resources, contributing to self-service support, and identifying opportunities to improve repeatable procedures for review by more experienced team members. This position participates in on-call support rotation.

Requirements

Strong working knowledge of Microsoft 365, enterprise productivity and collaboration tools, endpoint management, security tools, identity and access management, device support, and common business applications.
Ability to troubleshoot and resolve routine and moderately complex technical issues using analytical and problem-solving skills, with escalation or support for more complex issues as needed.
Ability to build and maintain working knowledge of assigned technologies, stay current on relevant platform updates, and share information with others.
Ability to create clear, concise, and accurate technical documentation and knowledge resources.
Understanding of ITIL concepts, including incident, request, problem, change, and knowledge management.
Strong communication, customer service, relationship-building, and cross-team collaboration skills.
Ability to identify trends, recurring issues, and service improvement opportunities while balancing daily support responsibilities.
Demonstrated ownership, accountability, follow-through, continuous learning, and commitment to professional development.
Typically, a minimum of 2 years in a service desk, technical support, help desk, or related technology support role.
Experience identifying and implementing workflow automation, AI, and agentic opportunities that simplify repeatable processes.
High school diploma, GED, or equivalent required.

Responsibilities

Resolve routine and moderately complex incidents and service requests across enterprise technologies and business applications with timely, accurate, and professional support.
Troubleshoot assigned issues by applying technical knowledge, documentation, established support processes, and sound judgment; escalate or partner on more complex matters as appropriate.
Contribute to and support transfers/moves/adds/changes, onboarding, offboarding, access readiness, and device readiness processes with a focus on accuracy, timeliness, and a highly sensitive user experience.
Contribute to hardware asset management by tracking inventory, maintaining accurate asset records, coordinating lifecycle updates, and supporting asset recovery or reassignment.
Support asset procurement forecasting by monitoring inventory levels, refresh needs, onboarding demand, and business growth or staffing patterns.
Support assigned technology areas by building working knowledge, helping keep knowledge base content current, and sharing relevant updates with peers.
Support change management activities by reviewing planned changes, understanding potential user impacts, and escalating questions or concerns to senior team members or appropriate stakeholders.
Create, maintain, and improve user-facing and internal knowledge resources, including procedures, troubleshooting guides, known issues, and reusable solutions.
Identify recurring incidents, service trends, and opportunities to use documentation, self-service, automation, AI, or agentic solutions to simplify repeatable procedures and reduce manual effort.
Identify AI, and agentic opportunities, and partner team to recommend solutions that simplify repeatable processes.
Partners with escalation teams, participate in service management processes, and support testing, adoption, and rollout activities for service or platform changes.
Flexibility to adapt and execute various additional assignments based on evolving needs.
May provide mentorship, guidance, support, and knowledge-sharing to help less experienced team members develop their skills and grow within their roles.