IT Support Analyst - Corporate Services

About the Role

As an IT Support Analyst
, you will:

• 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 Service Now
• 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

• Bachelor’s degree or equivalent years of relevant experience
• Two or more years of relevant IT support experience
• Experience with Service Now or similar IT Service Management (ITSM) tools is preferred
• Strong problem‑solving skills and the ability to work independently and collaboratively
• Excellent verbal and written communication skills

• Healthcare (Medical, Dental, Vision, Wellness Programs)
• 401(k) with Company Match
• Short‑ and Long‑term Disability, Paid Life & AD&D
• Supplemental, Critical Care, Pet, Legal &  Insurance
• Family Planning and Parental Leave
• Mass/Public Transit Program
• Telemedicine and Employee Assistance Program
• Professional growth: in‑house learning, tuition reimbursement, licensure support, professional organization engagement

Equal Opportunity Employer. Gresham Smith is an equal opportunity employer and does not discriminate. Everyone is invited to apply. All applicants will be considered in accordance with federal employment laws.