IS Operations Analyst 1 - Field Support Services

Davidson County-Metro Nashville (TN) - Nashville, TN

Full-time - Entry Level

Nashville, TN

Executive, Legislative, and Other General Government Support

About the position

This position is a field technician position within the ITS Field Support Services Group responsible for configuring, deploying and supporting workstations for multiple Metro agencies. This position requires candidate to lift 40 pounds (printers, monitors, etc.) on a routine basis. Information Technology Services (ITS) is a 24x7 information technology shop. Applicant must be willing and available to perform duties as required by the job. This may include work on nights, weekends and holidays and may include overtime hours but only as necessary. The men and women in Metro's Information Technology Services (ITS) department work 24-7 to ensure optimum communications both within Metro and between Metro and the general public. Multiple IT teams work to ensure information safety and efficient and effective business transactions.

Responsibilities

• Installation of new workstations (hardware, operating systems, application software) following departmental standards.
• Utilize Microsoft SCCM to install OS image and software.
• Gather information to facilitate resolution of incidents.
• Provide consultation of IT service offerings to Metro agencies.
• Document known issues and resolutions to be shared with internal team members.
• Review literature, consult with experts, and coordinate with vendors to identify appropriate hardware and/or software solutions to complex issues.

Requirements

• Any combination of education and experience that would enable the incumbent to perform the duties of the position at the appropriate level of IS Systems Operations Analyst 1.
• Two (2) years experience in information technology Desktop Support and the Microsoft SCCM asset management system.
• Valid Driver License.
• Experience supporting Windows 10 and 11 operating systems.
• Experience supporting computer hardware, including laptops, desktops, tablets and peripherals.
• Experience working in a technical customer service environment.
• Experience working with a ticket tracking system (e.g. ServiceNow, Cherwell, SMAX, etc.).
• Knowledge of best practices and industry standards around IT Service Management.

Nice-to-haves

• Industry Certification such as A+, MCDST, or MCITP.
• ITIL or ISO/IEC 20000 certification.