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IS Operations Technician 1 - Service Desk

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IS Operations Technician 1 - Service Desk

Salary

$59,085.00 - $67,948.00 Annually

Location

Nashville, TN

Job Type

Full-Time Civil Service

Job Number

C69 FY24

Department

Information Technology Services

Opening Date

09/10/2025

Closing Date

9/17/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

Position Description

This position is located within the ITS Department Support Service Center and will perform the technical duties required for information systems support. For ITS to ensure timely resolution of all customer problems and requests as they are reported. ITS Service Desk is 24x7 environment, with multiple shifts.

Metro Information Technology Services is the central IT provider for the 60 departments and agencies of the Metro Government with a mission to “lead the delivery of exceptional technology, service, and solutions.” ITS staff members deliver 33 separate service lines to our partners within Metro Government. These services support the delivery of services to Nashville’s residents and visitors. In addition to Metro’s generous healthcare and pension benefits, ITS fosters a positive work/life balance through policies including remote work and flexible scheduling options.

This is a position that is eligible for a hybrid work schedule after successful completion of training.

Typical Duties

+ Researches, resolves, and responds to questions received via telephone calls, emails, voicemails and callbacks.

+ Creates problem/request tickets within Technical Support Service Center software ensuring that problems and requests are comprehensively described and assigned to the appropriate ITS resource for prompt resolution or fulfillment.

+ Ensures timely escalation of problems that exceed resolution targets.

+ Notifies appropriate personnel on critical incidents.

+ Develops and maintains process and procedural documentation.

+ Disseminates information regarding current critical incidents, changes to procedures, and lessons learned to other members of the Technical Support Center Team.

+ Attends 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 (i.e., Outlook Word, Excel, PowerPoint, etc.).

OR

Associate's Degree in a related field.

LICENSE REQUIRED:

Valid Driver License

Candidates with accreditations earned in a foreign institute are encouraged to apply.

*Resume must be included with application to ensure consideration. *

Candidate must receive and maintain a passing status from Metro Nashville Police Department (MNPD) background check.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Govt.

Preferred Experience, Knowledge, Skills, and Abilities

+ Associate's or Bachelor's degree in Information Systems

+ Experience processing forms and other types of information in accordance with established procedures, guidelines and regulations

+ Knowledge of IT Service Management best practice framework and standards (i.e. ITIL, ISO 2000, etc.)

+ Knowledge of personal computers, networks and voice communications

+ Ability to communicate customer needs/problems/issues in 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 make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.

Full-time, Civil Service positions -

10 Vacation Days per year (increasing after 5 years of service)

1 Sick Day per month

12 Paid Holidays per year

Public Safety - Sworn and Civilian positions -

20 vacation days per year

3 Personal days per year

1 Sick Day per month

12 paid holidays per year

Part-time, Non Civil Service positions - Visit HR and Benefits webpages for more information.

Full-time, Non Civil Service positions - contact hiring department for benefits information

Seasonal/Temporary positions - no benefits offered.

01

Do you have a valid Driver License?

+ Yes

+ No

02

Indicate the highest level of education you have completed.

+ High School Diploma or equivalent

+ Associate's Degree

+ Bachelor's Degree or higher

03

If you have a degree, indicate your degree and major field of study in the area below.

04

How many years of experience working in an Information Technology Customer Support Center setting do you have?

+ No experience

+ Some experience, Less than 1 year

+ 1 year

+ 2-3 years

+ more than 3 years

05

Briefly describe your experience working in an Information Technology Customer Support Center setting.

06

Are you willing and able to work various shifts? Mark all that apply.

+ Day

+ Night

+ Weekends

+ Holidays

Required Question

Employer

Metropolitan Government of Nashville & Davidson County

Address

Human Resources Department 700 President Ronald Reagan Way, Suite 201 Nashville, Tennessee, 37210

Phone

(615) 862-6640

Website

http://www.nashville.gov/Human-Resources/Employment-Opportunities.aspx

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