Guidesoft Inc. dba Knowledge Services

Sr. Help Desk/Application Support Analyst

2 months ago
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Are you seeking an opportunity within Information Technology?  IT desktop support is a fantastic way to start your career and lay a foundation of technical skill sets and create an opportunity for growth.  We are seeking multiple Advanced Desktop Support Technicians for a long term contract opportunity with the State of TN.



Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.


As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 


  • Provide first level contact and issue resolution for the main help desk phone line and email.
  • The position involves responding to questions and issues as reported by multiple application users, learning the established procedures for support, and recording issues on an incident tracking system in a timely manner.
  • Response to these issues includes troubleshooting the incident cause and resolution or escalation.
  • The employee will work relatively independently with users.
  • Key competencies include excellent verbal and written communication skills, as well as outstanding customer service skills.
  • The employee must learn and follow agency requirements for application account access and carefully examine all application access forms.
  • Set-up accounts for new users which meet the department's requirements.
  • The employee must learn the department’s Educational Information System and the six integrated student information systems that the districts in Tennessee use for their data collection.


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