Service Desk Analyst

Metro Nashville Airport Authority•Nashville, TN

40d

About The Position

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.

Requirements

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

Nice To Haves

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

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.