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Service Support Analyst

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Robert Half

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Location:
United States , Nashville

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Our client is seeking a Service Support Analyst to join their team. The analyst is responsible for managing the intake, assessment, and resolution of technology-related incidents and service requests from internal users across our client’s organization. Acting as a primary point of contact, the analyst provides direct end-user support while ensuring requests are logged, prioritized, and resolved in alignment with established service management processes.

Job Responsibility:

  • Manage the intake, assessment, and resolution of technology-related incidents and service requests
  • Provide direct end-user support
  • Log, categorize, prioritize, and resolve tickets within the ITSM platform
  • Troubleshoot desktop, application, and connectivity issues
  • Communicate clearly with users and provide status updates
  • Support Windows laptops, desktops, and AVD
  • Assist with device provisioning, refresh, and decommissioning
  • Troubleshoot hardware, software, and configuration issues
  • Support devices managed through centralized endpoint management platforms
  • Perform Entra ID and Active Directory administration tasks
  • Support onboarding and offboarding processes
  • Manage group-based access and permissions
  • Troubleshoot authentication and access issues
  • Support device compliance with security baselines
  • Assist with patching and endpoint protection troubleshooting
  • Identify and escalate potential security incidents
  • Document all support actions and resolutions
  • Maintain and contribute to knowledge base articles
  • Identify recurring issues and recommend improvements
  • Operate within an ITIL-aligned service management framework
  • Adhere to security, compliance, and data protection policies
  • Meet defined service performance and documentation standards

Requirements:

  • Technical college degree, associate degree, or equivalent IT training strongly preferred
  • Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus
  • Experience in a helpdesk, desktop support, or service desk role within an enterprise environment
  • Strong knowledge of Windows
  • Experience supporting endpoint management tools such as Microsoft Intune, SCCM/MECM
  • Working knowledge of Microsoft 365 applications
  • Experience administering Entra ID (Azure AD) and Active Directory, including user and group management
  • Familiarity with ITSM platforms such as HaloITSM or ServiceNow
  • Understanding of endpoint security, patching, and compliance concepts

Nice to have:

Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus

What we offer:
  • Medical, vision, dental, and life and disability insurance
  • 401(k) plan
  • Free online training

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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