IS Operations Technician 1 - Service Desk

Position Description Position is located within the ITS Department Support Service Center and performs technical duties required for information systems support. The ITS Service Desk operates 24x7 across multiple shifts to ensure timely resolution of all customer problems and requests as they are reported. Metro Information Technology Services is the central IT provider for the 60 departments and agencies of the Metro Government. Its mission is to lead the delivery of exceptional technology, service, and solutions. ITS staff deliver 33 separate service lines, supporting the delivery of services to Nashville residents and visitors. ITS offers generous healthcare and pension benefits and promotes a positive work‑life balance through remote work and flexible scheduling options. Hybrid work schedule is eligible after successful completion of training. Typical Duties Research, resolve, and respond to questions received via telephone calls, emails, voicemails and callbacks. Create problem/request tickets within Technical Support Service Center software, ensuring problems and requests are comprehensively described and assigned to the appropriate ITS resource for prompt resolution or fulfillment. Ensure timely escalation of problems that exceed resolution targets. Notify appropriate personnel on critical incidents. Develop and maintain process and procedural documentation. Disseminate information regarding current critical incidents, changes to procedures, and lessons learned to other members of the Technical Support Center Team. Attend meetings, workshops, and training classes as needed. Minimum Qualifications High School Diploma and one (1) year of experience working in an Information Technology Customer Support Center setting possessing strong computer skills in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.). OR Associate's Degree in a related field. License Required Valid Driver License. Candidate must receive and maintain a passing status from the Metro Nashville Police Department (MNPD) background check. Preferred Experience, Knowledge, Skills, and Abilities Associate's or Bachelor's degree in Information Systems. Knowledge of IT Service Management best practice framework and standards (e.g., ITIL, ISO 2000, etc.). Knowledge of personal computers, networks and voice communications. Ability to communicate customer needs/problems/issues in a concise manner. Excellent analytical and problem‑solving skills. We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville Government respects the religious beliefs and practices of all employees and will grant reasonable accommodation of such observances when it does not create undue hardship on business operations. for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at View phone number on click.appcast.io. #J-18808-Ljbffr Metropolitan Government of Nashville and Davidson County