What are the responsibilities and job description for the Support Services Analyst position at City of Dublin?
Are you passionate about technology and innovation? Do you love jumping into a problem, figuring it out fast and leaving someone’s day better than you found it?
Join our Innovation & Technology team as a Support Services Analyst. You’ll serve as the trusted point of contact colleagues depend on when devices or apps are having problems, ensuring city services run smoothly and our customers stay satisfied.
What You'll Do:
· Be the primary point of contact for tech help via phone, email, tickets, and in-person support.
· Troubleshoot desktops/laptops, mobile devices, printers, A/V gear and collaboration tools (Microsoft 365, Teams, Webex).
· Support account access (passwords, MFA/SSO), device setup/imaging and connectivity (DNS/DHCP/TCP/IP, Wi-Fi, VPN).
· Install & configure standard hardware/software; handle basic repairs and upgrades.
· Log & track incidents/requests in our support system, maintain tight documentation and contribute to knowledge base articles.
· Assist with new-hire onboarding, asset inventory, lifecycle management and vendor quotes/purchasing.
· Escalate complex issues and collaborate with systems/app specialists on upgrades, security improvements and cloud projects.
Why You’ll Love It:
· Real-world impact: Your solutions help every department serve our community.
· Build your experience: Touch modern tools across devices, networks and collaboration platforms. Access our continuous learning programming and training.
· Feed your growth mindset: We value quick learners who experiment, document and share what works.
· Team Spirit: Join a collaborative environment where your ideas and contributions are valued.
Send us your resume and a short note about a tricky tech problem you solved: what was the situation, how did you approach it and what did you learn?
Family Focus
Provides a full range of technical support for the City in areas of workstation hardware and software; workstation and peripheral equipment installation, maintenance, and repair; network (voice and data) operations; and other computer-related issues. Contributes to technical support consistent with service level agreements and coordinates the resolution of complex problems with vendors or other technical staff.
Primary Focus
The Support Services Analyst provides a full range of technical support to end-users across the organization. This includes troubleshooting workstation hardware and software issues, helping with cloud-based applications, supporting network and telephony services and resolving technology-related problems in alignment with service-level expectations. The role works closely with other IT teams to maintain high system reliability, deliver excellent customer experience, ensure strong documentation practices and efficient day-to-day operations.
Given the nature of this classification’s duties/responsibilities, it has been designated as Non-Exempt under the governing Fair Labor Standards Act regulations and, therefore, is entitled to formal overtime compensation and/or formal compensatory time.Supervisory Responsibilities
None
Working at the City of Dublin is more than just a job – Join the City of Dublin today! In addition to a competitive pay plan, the City offers a comprehensive benefits program for our permanent full-time employees that includes, but is not limited to, the following:
- Opportunity to earn premium-free medical, dental, and vision benefits
- Employer-provided contributions to Health Savings or Health Reimbursement Account
- Healthy By Choice Wellness Program
- Employer-provided Short-term Disability (Non-Union Employees)
- Employer-provided Life Insurance
- Vacation, Sick, and Personal Leave
- Longevity Pay
- Tuition Reimbursement
- Employee Assistance Program
- Dublin Community Recreation Center Membership
Essential Functions
Responds to client questions and problems relating to computers, communications, and centralized applications; identifies problems; resolves issues for most common problems; routes call to appropriate staff member, when necessary.
Maintains accurate documentation of problem-resolution status and resolution, applicable hardware and/or software adds, changes, moves, or deletes; updates databases on technical issues.
Trouble-shoots and resolves basic network issues such as login problems, password resets, and minimum requirements for functionality.
Identifies and resolves network configuration issues at the workstation, user or network resource issues, and the like.
Installs, configures, and resolves basic hardware problems with standard computers, network, and peripheral equipment.
Creates basic application packages using vendor-supplied installation routines, scripts, and some customization of settings.
Performs other related duties as assigned.
Minimum Qualifications
Associate’s Degree in Computer Science, Information Science, or relevant field and considerable progressively responsible computer support experience, or any equivalent combination of education and experience.
Knowledge of mini-computer operations, network systems, desktop software applications, and the like.
Physical Requirements
Ability to move about the inside of an office space to access file cabinets and office equipment.
Constantly operate a computer and other office machinery, such as a copier, fax machine, mobile device, shredder, scanner, etc.
Must be able to remain in stationary position at workstation throughout scheduled workday.
Ability to exchange information with co-workers and citizens through use of email system, the telephone, and in-person interactions.
Ability to lift up to 50 pounds manually or up to 100 pounds with mechanical assistance.
Ability to work at heights and in confined spaces while installing computer systems and cabling.
Ability to take the necessary precautions to work safely with electrical and electronic components.
Special Requirements
Valid driver’s license.
Other Requirements
Demonstration of the following established core values: Integrity, Respect, Communication, Teamwork, Accountability, Positive Attitude, and Dedication to Service.
Regular attendance, as governed by and in accordance with applicable rules, regulations, procedures and laws, is regarded as an essential requirement of this classification.
Compliance with training directives established by supervisory/managerial personnel.
Adherence to all applicable Federal and State safety laws, rules, and regulations and City safety policies/procedures.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services, acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Interpersonal Savvy: Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Time Management: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Patience: Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Priority Setting: Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Salary : $64,400 - $95,000