Service Desk Analyst

Tend • Nashville, TN

2d • $45,000 - $62,000

About The Position

At Tend, we’re redefining what support feels like. As a Service Desk Analyst, you’ll be at the center of our IT support operations—combining technical expertise, ticket ownership, and a commitment to continuous improvement. You’ll resolve incidents, support internal teams, and drive solutions that enhance how technology supports our people and studios. This role is ideal for someone who thrives in dynamic environments, loves solving problems, and takes pride in making every user interaction seamless.

Requirements

• Experience: 2–3 years in IT support or service desk roles, including experience with incident management and continuous improvement.
• Configuration and Troubleshooting of end user devices on Windows and macOS
• Basic to intermediate knowledge of TCP/IP, DNS, VPN, firewalls
• Remote access tools and endpoint management platforms
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users and stakeholders.
• A focus on improving the user experience and ensuring timely, accurate service delivery.
• Professional certifications such as Network+, MCSA, or equivalent.
• Familiarity with IT security practices and involvement in security-related incidents.
• Experience in a hybrid IT environment involving cloud and on-premise services.

Responsibilities

• Serve as the first point of contact for technical incidents across hardware, software, networking and clinical technology.
• Perform remote troubleshooting for end-user systems, critical business applications, and cross-platform environments (Windows, macOS, GSuite, etc).
• Monitor service desk queues to ensure timely resolution and adherence to SLAs.
• Document and maintain detailed technical records in the ITSM system.
• Collaborate with internal departments, service providers, and vendors to resolve systemic issues and enhance service delivery.
• Assist with end-user communication and training on new tools, processes, and self-service resources.
• Maintain and contribute to a central knowledge base to improve first-contact resolution and end-user self-help capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees