Senior Service Desk Analyst


SHR Talent is partnering with a client in Nashville, TN in its search to fill a contract role for a Senior Service Desk Analyst. The Senior Service Desk Analyst will provide advanced support to customers for hardware, software, audio, and visual issues, and will work closely with tier 1 service desk members to solve escalated tickets, and provide technical guidance and mentoring. The Senior Service Desk Analyst will also work with other departments within IT and the business to resolve complex technical issues, and assist with identifying and implementing solutions for network desktop and server problems.

An ideal candidate for the Senior Service Desk Analyst role is someone who possess the ability to effectively and efficiently troubleshoot technical problems, able to work independently with minimal supervision, has professional customer service skills and excellent verbal and written communication skills. The Senior Service Desk Analyst position has a hybrid work schedule, and regular attendance is required as well as proof of COVID vaccination.

Essential Job Functions

  • Provide second level customer support for hardware, software, and network issues for escalated issues
  • Log issue resolution into Service Desk issue tracking software
  • Install new equipment and upgrades to existing equipment as needed
  • Support and troubleshoot PCs, printers, copiers, fax machines, telephones, and scanners for customers
  • Set up and support audio and visual equipment as requested prior to set up time
  • Support application connectivity and security issues with the internet portal applications
  • Respond to IT security incidents including security alerts and malware and virus attacks
  • Serve as Service Desk resource in IT related projects
  • Evaluate existing systems and user needs to analyze, design, recommend, and implement system changes
  • Recommend upgrades, patches, and new applications and equipment
  • Ensure proper documentation of new technologies and known issue resolution steps are added to Service Desk knowledgebase
  • Remain current with trends in IT hardware and software related to enterprise technology
  • Train and mentor new Service Desk staff
  • Other responsibilities as assigned by Senior Service Desk Director


  • Bachelor’s degree
  • 3+ years of technical IT or helpdesk experience, required
  • 2+ years recent experience working in a healthcare environment, preferred
  • MCSA, A+, Net+, VCA, or similar industry certification, desired but not required
  • ITIL Foundations certification, desired but not required
  • Advanced knowledge of Windows operating systems
  • Excellent PC skills including knowledge of Microsoft Office technologies and other common desktop applications
  • Knowledge of Active Directory, Office 365, and other common platforms
  • IT Network skillset to include DHCP and DNS firewalls, switches, and common network devices
  • Experience with various peripheral equipment, preferred

Apply now