<p>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.</p> <p>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.</p> <p>This is a position that is eligible for a hybrid work schedule after successful completion of training.</p> <ul> <li>Researches, resolves, and responds to questions received via telephone calls, emails, voicemails and callbacks. </li><li>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. </li><li>Ensures timely escalation of problems that exceed resolution targets. </li><li>Notifies appropriate personnel on critical incidents. </li><li>Develops and maintains process and procedural documentation. </li><li>Disseminates information regarding current critical incidents, changes to procedures, and lessons learned to other members of the Technical Support Center Team. </li><li>Attends meetings, workshops, and training classes as needed. </li></ul> <p>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.).</p> <p>OR</p> <p>Associate's Degree in a related field.</p> <p>LICENSE REQUIRED:</p> <p>Valid Driver License</p> <p>Candidates with accreditations earned in a foreign institute are encouraged to apply.</p> <p> </p> <ul> <li>Resume must be included with application to ensure consideration. *     </li></ul> <p>                                                                 </p> <p>Candidate must receive and maintain a passing status from Metro Nashville Police Department (MNPD) background check.</p> <p>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.</p> <ul> <li>Associate's or Bachelor's degree in Information Systems </li><li>Experience processing forms and other types of information in accordance with established procedures, guidelines and regulations </li><li>Knowledge of IT Service Management best practice framework and standards (i.e. ITIL, ISO 2000, etc.) </li><li>Knowledge of personal computers, networks and voice communications </li><li>Ability to communicate customer needs/problems/issues in concise manner </li><li>Excellent analytical and problem-solving skills </li></ul> <p>We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.</p> <p>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.</p> <p>Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.</p>