Service Desk Analyst

Metropolitan Nashville Airport Authority; Nashville (TN); On-site; USD 63,795 - 109,797; Full time

Benefits offered by this job

Deferred compensation plans

Educational Assistance

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Health Screenings

Paid Holidays

Bereavement Leave

Annual Leave

Military Leave

Job summary

Metropolitan Nashville Airport Authority seeks a Service Desk Analyst to assist users with hardware or software issues, resolve inquiries, and support IT operations. The role collaborates with IT staff to provide timely assistance and maintain service quality.

Responsibilities include incident handling, ticketing, system maintenance, and creating end-user guidance materials. Strong communication and problem-solving skills are essential for success in this position.

Qualifications

• Strong IT knowledge across hardware and software.
• Ability to resolve user issues effectively and efficiently.
• Experience with ITSM tools and incident management procedures.
• Familiarity with Active Directory and system administration concepts.

Responsibilities

• Test and analyze IT system and software performance.
• Resolve user IT queries via email, phone, or in person.
• Escalate serious issues to stakeholders when needed.
• Maintain ITSM tickets and generate reports for management.
• Perform system installations, updates, and maintenance to prevent interruptions.
• Create training materials and FAQs for end-users.
• Document processes and maintain service desk records.
• Suggest improvements to IT performance and procedures.
• Collaborate with internal departments to meet IT needs.

Skills

Technical skills

Problem solving

Communication

Time management

Team collaboration

Professionalism

Independence

Initiative

Education

Associate's degree in technology or information systems

ITIL Certification

Job description

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace

Benefits

• Deferred compensation plans
• Educational Assistance
• Health, Dental, Vision, Life, Disability Insurance
• Health Screenings
• Paid Holidays
• Annual/Bereavement/Military Leave

Starting Salary Range

$63,795- $109,797

Job Summary

The Service Desk Analyst assists users resolve issues with computer hardware or software. Responds to user inquiries, assesses problems and issues with information technology (IT) equipment and applications, and helps resolve these issues for users. Works closely with other IT departmental personnel to provide assistance on tasks.

Essential Responsibilities

• Testing and analyzing Information Technology (IT) system and software performance.
• Resolving incoming client and personnel IT queries via email, phone, or in person.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Utilize and maintain IT Service Management (ITSM) tools for creating, managing, and dispatching tickets throughout, as well as creating and providing reports to supervisors and other team members on tickets and organizational assets.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and frequently asked questions (FAQ) materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize IT performance and to prevent future problems.
• Collaborating with internal departments to ensure that IT needs are met.
• Keeping informed of advancements in IT.
• Maintain end-user hardware and software inventories through standard asset management systems and procedures.
• Assist in deploying desktop workstations and laptops throughout the organization.
• Contribute to projects by working on project tasks, and reporting on task status to keep ongoing projects on schedule.
• Utilize Active Directory to manage accounts and profiles.
• Participates in on call rotation to provide IT support outside of standard business hours.
• Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
• Adhere to all MNAA Policies and Procedures.
• Follows all safety regulations.
• Maintains regular and on-time attendance.
• Performs other duties as assigned.
• Serves as an escalation point for all contracted Service Desk staff.

Knowledge, Skills, Abilities And Other Characteristics

• Ability to balance creative and technical problem-solving, customer service and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources available to them.
• Technical skills: Will frequently play a direct role in resolving user issues, Service Desk Analysts need excellent technical and computer skills.
• Problem-solving skills: Service Desk Analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues.
• Communication: Effective communication is key in this role, since Service Desk Analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues.
• Time management: Service Desk Analysts need excellent time management skills and should be able to set priorities when handling multiple cases.
• Team collaboration: Service Desk Analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers.
• Professionalism: Ability to make a good impression with end-users; must be courteous to users, handle their questions and issues with patience, respect and empathy.
• Independence: Develops one's own ways of doing things, guides oneself with little or no supervision, makes independent decisions, and depends on oneself to get things done.
• Initiative: Displays a willingness to take on responsibilities and challenges.
• Ability to obtain certifications based on departmental needs.
• Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge.

Qualifications

Required

• High School Diploma
• 2-4 years prior information technology or systems administration experience preferred

Preferred

• Associate's degree in technology or information systems related degree
• 2-4 years of customer service-related experience
• IT Infrastructure Library (ITIL) Certification: ITIL V3 or higher