About Us
At Gresham Smith, we call it Genuine Ingenuity. Our culture is the cornerstone of who we are, and our people are at the heart of everything we do. United by our Core Purpose—to plan, design, and consult to create healthy and thriving communities—we deliver innovative solutions for life’s essential infrastructure and institutions.
What sets us apart is our dedication to care for our people, our clients, and the places we call home. We are more than a team of professionals—we’re a community built on commitment, integrity, respect, and teamwork.
Why Gresham Smith?
When you join Gresham Smith, you’re joining a place where you can connect and thrive. Our employees consistently recognize us as a Best Place to Work because we go above and beyond to ensure that you feel valued, supported, and empowered.
About You
We’re looking for someone who has:
- Bachelor’s degree or equivalent years of relevant experience
- Two or more years of relevant IT support experience
- Experience with ServiceNow or similar IT Service Management (ITSM) tools is preferred
- Strong problem-solving skills and the ability to work independently and collaboratively
- Excellent verbal and written communication skills
Most importantly, you bring genuine curiosity, creativity, and a collaborative spirit—someone who wants to do great work with great people.
About the Role
As an IT Support Analyst, you will:
- Respond promptly to Service Desk support tickets, troubleshooting and resolving issues effectively
- Manage and evaluate support tickets to ensure timely resolution, prioritizing business-critical incidents for escalation as necessary
- Document solutions consistently and clearly within ServiceNow
- Provide support for a range of technologies including Windows 11 laptops, docking stations, mobile devices, tablets, network equipment for office and remote workers, hotspots, monitors, headsets, virtual reality equipment, conference room technology, printers, and plotters
- Communicate effectively with end users via phone, video calls, instant messaging, email, and in-person, making technical information accessible
- Support employees located at the Nashville corporate headquarters, remote offices, and hybrid workers at home
- Collaborate with other technology departments and external vendors to resolve issues promptly
- Develop and maintain knowledge base articles and other support documentation
- Lead and participate in projects aimed at enhancing Service Desk support quality and efficiency
Your work will directly contribute to shaping environments where people live, work, and thrive, all while growing your career within a supportive, people-first culture.
Join Us
If you’re excited to bring your talents to a collaborative, people-first environment where you can make an impact while growing your career, we’d love to hear from you.
Here’s what you can expect:
Professional Growth: In-house Learning, Tuition Reimbursement, Licensure Support, Professional Organization Engagement.
Culture that Cares: 93% of employees say they feel cared for, and 96% are confident in our future success.
Competitive Benefits:
- Flexible Schedules & Generous PTO
- Healthcare (Medical, Dental, Vision, Wellness Programs)
- 401(k) with Company Match
- Short- & Long-term Disability, Paid Life & AD&D
- Supplemental, Critical Care, Pet, Legal & ID Theft Insurance
- Family Planning and Parental Leave
- Mass/Public Transit Program
- Telemedicine and Employee Assistance Program
Gresham Smith is an equal opportunity employer and does not discriminate. Everyone is invited to apply!
GRESHAM SMITH does not accept unsolicited resumes from recruiters, headhunters, search firms, or agencies. No referral or recruiter fees will be paid without a fully executed GRESHAM PLACEMENT SERVICES AGREEMENT (PSA) in advance. Submissions made without a PSA may be recruited and hired by GRESHAM SMITH with no financial obligation to the submitting party. Any such unsolicited resumes or candidate information sent to hiring managers or any employee becomes the property of GRESHAM SMITH.
Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree or equivalent years of relevant experience
- Two or more years of relevant IT support experience
- Experience with ServiceNow or similar IT Service Management (ITSM) tools
- Strong problem-solving skills and ability to work independently and collaboratively
- Excellent verbal and written communication skills
- Experience supporting Windows 11 laptops and common endpoint and conferencing hardware
What We Do
Gresham Smith is a team of diligent designers, creative problem-solvers, insightful planners and seasoned collaborators who work closely with clients to improve the cities and towns we call home. Our employees are diverse in experience, yet we all have one thing in common: genuine care for each other, our partners and the outcome of our work. From roadways and pathways that connect people and places, to hospitals that promote well-being and recovery, to corporate campuses that encourage productivity and teamwork, we have the pleasure of designing communities' most vital institutions and infrastructure.
