Information Technology Support Analyst

Base pay range

$21.00/hr - $28.00/hr

This is a hybrid role. The ideal candidate lives within driving distance of Brentwood, TN.

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our clients to perform their job duties. The analyst will answer queries on basic technical issues and work to resolve them. They must have good technical knowledge, be able to communicate effectively to understand the problem and explain its solution, and be customer‑oriented and patient in dealing with difficult customers.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem‑solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow‑up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures.
• Evening and weekend off‑hour activities as required.
• Comply with organizational policies, procedures, performance improvement initiatives and maintain confidentiality.
• Communicate clearly and effectively to recipients and their family members, guests and other members of the health care team.
• Develop constructive and cooperative working relationships with others and maintain them over time.
• Encourage and build mutual trust, respect and cooperation among team members.
• Experience in implementation and/or use of ITIL and ITSM concepts.
• Other IT support or IT administrative tasks as needed.

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP /IP, DNS, WINS, and DHCP.
• Knowledge of MS Active Directory.
• Knowledge of network cabling standards and network room build‑outs.
• Tech savvy with working knowledge of office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment, thinking skills, interpersonal skills.
• Ability to escalade and involve other resources as required to deliver/support SLAs and business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data and information while maintaining confidentiality.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; meets commitments.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and clarifies; responds well to questions.
• Written Communication – Able to read and interpret written information.
• Teamwork – Contributes to building a positive team spirit.
• Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability – Ability to work independently with some guidance from supervisor/manager; takes responsibility for own actions; keeps commitments; prioritizes work.

• This is a hybrid…