Service Desk Analyst

Job Title: Service Desk Analyst

Location: Franklin, TN

Duration: Long-Term Contract

Required Skills & Experience:

Technical Skills:

• Working knowledge of Windows 10/11 and Microsoft 365 applications.
• Understanding of Active Directory, Azure AD/Entra ID, and identity management concepts.
• Experience supporting Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Basic networking knowledge including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, Remedy, Jira Service Management, or similar.
• Knowledge of endpoint management and remote support tools.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving ability.
• Ability to work under pressure in a fast-paced support environment.
• Good analytical and troubleshooting skills.
• Strong teamwork, collaboration, and stakeholder management skills.
• Willingness to work in rotational shifts and on-call schedules if required.