Service Desk Analyst I in Franklin, TN at Acadia Healthcare

Date Posted: 1/7/2022

Job Snapshot

  • Employee Type:
  • Location:
    Franklin, TN
  • Job Type:
  • Date Posted:

Job Description


Our Team:

We are improving the lives we touch. We need passionate, talented people working together who share our desire to create a world-class organization that sets the standard of excellence in the treatment of speciality behavioral health and addiction disorders. Acadia Healthcare is headquartered in Franklin, TN and is a leading provider of behavioral healthcare services in the nation. Our organization values input from employees and fosters collaboration to create a team oriented service delivery system. This position will sit at our call center in Nashville.

Our Benefits: 

  • Medical, dental, and vision insurance
  • Acadia Healthcare 401(k) plan
  • Paid vacation and sick time
  • Opportunity for growth that is second to none in the industry 

Your Job as an Service Desk Analyst: 

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our employees to perform their job duties. Service Desk Analyst I will answer queries on basic technical issues and offer advice to solve them. Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Your Responsibilities as an Service Desk Analyst:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Maintain skills by attending related training and performing research.
  • Identify and suggest possible improvements on procedures
  • Other IT support or IT administrative tasks as needed.
  • Evening and weekend off hour activities as required.

Your Skills and

Job Requirements

as an Service Desk Analyst:

  • Associate degree in Information Technology or equivalent work experience.
  • Knowledge of TCP /IP, DNS, WINS, and DHCP
  • Knowledge of MS Active Directory
  • Knowledge of network cabling standard and network room build outs.
  • Tech savvy with working knowledge of office automation products, databases and remote access applications.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Exceptional judgment and strategic planning / thinking skills / interpersonal skills.
  • Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
  • Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.
  • Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills. 
  • Possess the ability to satisfy the customer as well as fix the problem.