IT Support Analyst - Corporate Services
About The Position
As an IT Support Analyst, you will respond promptly to Service Desk support tickets, troubleshooting and resolving issues effectively. You will manage and evaluate support tickets to ensure timely resolution, prioritizing business-critical incidents for escalation as necessary. You will document solutions consistently and clearly within ServiceNow. You will provide support for a range of technologies including Windows 11 laptops, docking stations, mobile devices, tablets, network equipment for office and remote workers, hotspots, monitors, headsets, virtual reality equipment, conference room technology, printers, and plotters. You will communicate effectively with end users via phone, video calls, instant messaging, email, and in-person, making technical information accessible. You will support employees located at the Nashville corporate headquarters, remote offices, and hybrid workers at home. You will collaborate with other technology departments and external vendors to resolve issues promptly. You will develop and maintain knowledge base articles and other support documentation. You will lead and participate in projects aimed at enhancing Service Desk support quality and efficiency. Your work will directly contribute to shaping environments where people live, work, and thrive, all while growing your career within a supportive, people-first culture.
Requirements
- Bachelor’s degree or equivalent years of relevant experience
- Two or more years of relevant IT support experience
- Strong problem-solving skills and the ability to work independently and collaboratively
- Excellent verbal and written communication skills
Nice To Haves
- Experience with ServiceNow or similar IT Service Management (ITSM) tools is preferred
Responsibilities
- Respond promptly to Service Desk support tickets, troubleshooting and resolving issues effectively
- Manage and evaluate support tickets to ensure timely resolution, prioritizing business-critical incidents for escalation as necessary
- Document solutions consistently and clearly within ServiceNow
- Provide support for a range of technologies including Windows 11 laptops, docking stations, mobile devices, tablets, network equipment for office and remote workers, hotspots, monitors, headsets, virtual reality equipment, conference room technology, printers, and plotters
- Communicate effectively with end users via phone, video calls, instant messaging, email, and in-person, making technical information accessible
- Support employees located at the Nashville corporate headquarters, remote offices, and hybrid workers at home
- Collaborate with other technology departments and external vendors to resolve issues promptly
- Develop and maintain knowledge base articles and other support documentation
- Lead and participate in projects aimed at enhancing Service Desk support quality and efficiency
Benefits
- Flexible Schedules & Generous PTO
- Healthcare (Medical, Dental, Vision, Wellness Programs)
- 401(k) with Company Match
- Short- & Long-term Disability, Paid Life & AD&D
- Supplemental, Critical Care, Pet, Legal & ID Theft Insurance
- Family Planning and Parental Leave
- Mass/Public Transit Program
- Telemedicine and Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
