Service Desk Analyst

Tend•Nashville, TN

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. What You’ll Do 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. Who You Are At Tend, how you show up matters as much as what you do. You embody our values every day: Tend to Others – You take ownership of outcomes, deliver with consistency, and always keep the team’s success at the forefront. You balance speed with quality and find solutions even in challenging situations. Be Brave Enough to Lead – You speak up when it matters, lead during high-pressure incidents, and act with integrity and authenticity. You’re comfortable making tough calls that protect the business and its people. Savor the Ride – You bring energy to problem-solving, celebrate wins big and small, and create an environment where teammates are motivated to do their best work. Embrace Our Differences – You collaborate effectively with diverse technical and non-technical teams, appreciating different perspectives and approaches. Rooted in Growth – You’re constantly improving—using feedback and reflection to refine your technical and leadership skills and help others grow along the way.

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.

Nice To Haves

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.

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