Helpdesk Analyst Tier 1

Job Title: IT Helpdesk Specialist

Location: Brentwood TN
Employment Type: Direct Hire

• 2 Positions are Mon - Fri 8-5
• 1 Position will be Mon - Fri 12 - 9PM (remote)

Overview:

We are seeking an experienced IT Helpdesk Specialist to join our team and provide top-tier technical support to our end users and executives. This role focuses on delivering high-quality service and ensuring seamless operations across various IT platforms. The ideal candidate will have a strong background in Active Directory (setup, configuration, and group policy), Windows OS, Office 365 (including user permissions and access), and incident management.

Key Responsibilities:

• Provide help desk and service desk support, responding to and resolving technical issues related to hardware, software, network, and system configurations.
• Manage user accounts, permissions, and access through Active Directory and Office 365.
• Configure and troubleshoot Active Directory, including setting up and modifying group policies.
• Administer and support Windows OS environments, ensuring smooth functionality and resolving issues in a timely manner.
• Handle incident management, prioritizing and escalating issues as needed to minimize downtime.
• Offer white-glove IT support to end users and onsite executives, delivering exceptional customer service with a professional and courteous approach.
• Maintain clear and effective communication with users, ensuring a positive experience and quick resolution of technical issues.
• Document incidents, requests, and solutions in the service desk system for future reference and reporting.
• Assist in user training and offer guidance on best practices for system and software usage.

Qualifications:

• Proven experience in an IT Helpdesk or Service Desk role with a focus on Active Directory (setup, configuration, and group policy).
• Proficient in Windows OS and Microsoft Office 365 (user permissions & access).
• Strong incident management skills, with the ability to troubleshoot and resolve technical issues efficiently.
• Exceptional customer service mindset, with a white-glove approach to supporting both end users and executives.
• Excellent communication skills, both written and verbal, with a focus on clear, professional interaction.
• Ability to work onsite in Nashville for the first 90 days, transitioning to a hybrid model (3 days onsite, 2 days remote).
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

Preferred:

• Previous experience supporting executive-level employees in a corporate environment.
• Familiarity with IT service management tools and processes.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 Fundamentals are a plus.

Compensation: Competitive, commensurate with experience.

Schedule: Full-time, Onsite in Brentwood