Metropolitan Government of Nashville & Davidson County

Compensation

Full Description

Position Description This IS Operations Tech 2-Help Desk role is an opportunity to bring deep troubleshooting expertise, pattern recognition, and team influence to the front lines. You will play a key role in shaping our support culture and driving meaningful outcomes for our internal customers across Metro Government. Metro ITS is evolving its Help Desk into a more empowered, solution-focused support team, one that resolves more at first contact, delivers exceptional customer service, and takes pride in continuous improvement. We're building on the strengths of our current team and investing in employees that can help us grow. 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. Typical Duties Serve as a subject matter expert in troubleshooting and issue resolution. Identify patterns across incidents and proactively recommend solutions or process improvements. Guide team members, fostering a culture of growth and development. Resolve technical issues via phone and remote tools with a focus on first-contact resolution. Document solutions, update knowledge bases, and share lessons learned with the team. Escalate complex issues appropriately while ensuring thorough initial troubleshooting, information gathering, and documentation. Collaborate with other ITS teams to streamline workflows and improve service delivery. Contribute to team meetings, training sessions, and continuous improvement initiatives. Minimum Qualifications High School Diploma and 2 years of job-related experience providing customer service in a help desk or call center environment OR Associate's Degree in a related field and 1 year of job-related experience providing customer service in a help desk or call center environment. LICENSES REQUIRED Valid Driver License may be required for some positions in this classification. *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. Candidates with accreditations earned in a foreign institute are encouraged to apply. 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 Government. Preferred Experience, Knowledge, Skills, and Abilities CompTIA Tech+, A+, Network+, Security+ HDI Support Center Analyst ITIL Foundation Certification Technical Writing for IT Professionals (or similar) Customer Service in IT Support (or similar) Microsoft 365 Certified 2-5 years of experience in a Senior Help Desk or Tier 2 support role, with demonstrable success in troubleshooting, customer service, and issue resolution Proven ability to handle complex technical issues and guide team members Demonstrated expertise in advanced hardware and software troubleshooting, including proficiency with remote support tools, network communication systems, and ITIL or other IT Service Management tools/frameworks Exceptional communication skills with the ability to clearly convey technical concepts to both technical and non-technical audiences across verbal, written, and visual formats, translating complex ideas into user-friendly language while engaging confidently in peer-level technical discussions Strong documentation skills with proficiency in creating accurate, user-friendly documentation for systems and processes to support maintainability and team collaboration We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles. 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.