Service Desk Analyst

As infrastructure critical to the region's growth and prosperity, Nashville International Airport ® (BNA®) is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. The State of Tennessee's 2025 Economic Impact Study reports that in 2024 alone, BNA generated $13.8 billion in total economic impact, supported 80,000 jobs and contributed to $2.1 billion in federal, state and local taxes.

BNA receives no local tax dollars. For more information, visit  Follow us on Facebook: @Nashville International Airport , X: @ and Instagram: rn more about New Horizon, our $3 billion growth and expansion plan for the airport, at

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

• Apply online
• Interview(s)
• Offer
• Ten (10) year background check, including criminal history check, motor vehicle check, pre-employment drug screen, credit check and breath alcohol test
• Onboarding

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

$63,795- $109,797

• Final pay offer will be based on relevant skills and experience to 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.

• 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.

• 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…