What are the responsibilities and job description for the Service Desk Analyst position at City of Gainesville?
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Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.
Department
GG_Technology: GG Information Technology Administration
Salary Range Minimum
$29.36
Salary Range Maximum
$47.44
Closing Date
06/19/2026
Job Details
This position performs advanced technical and analytical work within the Service Desk team, supporting complex systems, devices, and enterprise applications. The role focuses on managing endpoint environments, mobile device management (MDM), automation, and lifecycle management for City assets. The incumbent serves as a technical escalation point for Service Desk Specialists and assists in process improvement initiatives aligned with ITIL service management practices.
Summary
Job Description:
This position performs advanced technical and analytical work within the Service Desk team, supporting complex systems, devices, and enterprise applications. The role focuses on managing endpoint environments, mobile device management (MDM), automation, and lifecycle management for City assets. The incumbent serves as a technical escalation point for Service Desk Specialists and assists in process improvement initiatives aligned with ITIL service management practices.
EXAMPLES OF WORK*
Provides Tier 3 technical support for complex issues involving endpoint systems, hardware, software, enterprise applications, and peripheral devices.
Serves as a primary escalation resource for Service Desk Specialists, performing advanced troubleshooting and root cause analysis.
Administers mobile device management (MDM) platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.
Designs, implements, and maintains automation, scripting, and configuration management processes to enhance Service Desk efficiency.
Develops, tests, and deploys software packages, configurations, policies, and updates across endpoint environments.
Leads small-scale Service Desk projects such as system upgrades, endpoint deployments, automation rollouts, and process improvements.
Coordinates device lifecycle management, including asset tracking, procurement, configuration, patching, replacement cycles, and decommissioning.
Monitors ticket queues, technical metrics, device compliance, and system performance to support service level attainment and identify improvement opportunities.
Creates and maintains technical documentation, SOPs, user guides, configuration records, and knowledge articles.
Collaborates with Information Security, Infrastructure, and Application teams to resolve cross-department issues and support enterprise initiatives.
Provides on-site and remote technical support for City departments and facilities as needed.
May participate in an on-call rotation and work outside normal business hours.
Non-essential Job Functions
Assists in IT audits, compliance reviews, and asset verification activities.
Provides recommendations for technology improvements, standardization, and cost-saving initiatives.
Assists in planning and implementing citywide technology initiatives.
Performs other related duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.
Education And Experience
An associate degree in computer science, information technology, or a related field is required. Bachelor’s degree preferred. Minimum of five (5) years of progressively responsible experience providing advanced desktop, endpoint management, MDM, or IT systems support required. Experience supporting automation platforms or enterprise device management tools preferred.
CERTIFICATIONS OR LICENSES
Licenses
Must possess a valid State of Florida Driver’s License with an acceptable driving record.
Certifications
CompTIA A certification is required or must be obtained within one (1) year of employment. CompTIA Network and Security certifications must be obtained within one (1) year of employment per certification if not held at the time of hire.
Additional certifications related to Microsoft technologies, endpoint management, or IT service management are preferred. Candidates possessing higher-level or comparable certifications (e.g., Microsoft, endpoint management, security, or other relevant certifications) may be considered in lieu of any certification listed above; however, any required foundational certification(s) not held at the time of hire must be obtained within one (1) year per certification.
Experience or certification in Microsoft Intune, Apple Business Manager, or Samsung Knox is preferred. The Service Desk Analyst may assist with the administration and support of mobile device management (MDM) platforms and serves as a backup resource to the Senior Service Desk Analyst for these systems as needed.
Knowledge, Skills, And Abilities
Strong understanding of desktop/endpoint technologies, operating systems, enterprise applications, and MDM platforms.
In-depth knowledge of ITIL processes, including incident, problem, and change management.
Advanced analytical and problem-solving abilities with the skill to resolve complex technical issues efficiently.
Ability to provide technical leadership and mentoring within the Service Desk team.
Ability to develop and maintain technical documentation, automation scripts, and configuration standards.
Strong communication and interpersonal skills for working effectively with staff, leadership, and vendors.
Ability to manage multiple priorities in a fast-paced, customer-focused environment.
Physical And Environmental Requirements
To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work-related environmental conditions.
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time.
Must communicate orally, see physical surroundings, listen, hear others, respond to oral commands, and demonstrate good communication skills.
May occasionally be required to lift and move network equipment weighing up to 50 pounds.
WORK ENVIRONMENT
Work is primarily performed in an office environment with occasional visits to other City facilities for user support.
May be required to work and attend meetings outside regular business hours.
May be required to participate in on-call rotation and respond to urgent support requests outside of normal business hours, including evenings or weekends.
Must be able to work in temperature-controlled office environments and maintain professional composure in a fast-paced, customer-focused setting.
Note
May Require Assessment(s).
May fill multiple positions.
May establish an eligibility list.
Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.
All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.
Equal Opportunity
The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292.
Veterans' Preference
Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference.
If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.
Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.
Department
GG_Technology: GG Information Technology Administration
Salary Range Minimum
$29.36
Salary Range Maximum
$47.44
Closing Date
06/19/2026
Job Details
This position performs advanced technical and analytical work within the Service Desk team, supporting complex systems, devices, and enterprise applications. The role focuses on managing endpoint environments, mobile device management (MDM), automation, and lifecycle management for City assets. The incumbent serves as a technical escalation point for Service Desk Specialists and assists in process improvement initiatives aligned with ITIL service management practices.
Summary
Job Description:
This position performs advanced technical and analytical work within the Service Desk team, supporting complex systems, devices, and enterprise applications. The role focuses on managing endpoint environments, mobile device management (MDM), automation, and lifecycle management for City assets. The incumbent serves as a technical escalation point for Service Desk Specialists and assists in process improvement initiatives aligned with ITIL service management practices.
EXAMPLES OF WORK*
- This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower-level duties may be required.
Provides Tier 3 technical support for complex issues involving endpoint systems, hardware, software, enterprise applications, and peripheral devices.
Serves as a primary escalation resource for Service Desk Specialists, performing advanced troubleshooting and root cause analysis.
Administers mobile device management (MDM) platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.
Designs, implements, and maintains automation, scripting, and configuration management processes to enhance Service Desk efficiency.
Develops, tests, and deploys software packages, configurations, policies, and updates across endpoint environments.
Leads small-scale Service Desk projects such as system upgrades, endpoint deployments, automation rollouts, and process improvements.
Coordinates device lifecycle management, including asset tracking, procurement, configuration, patching, replacement cycles, and decommissioning.
Monitors ticket queues, technical metrics, device compliance, and system performance to support service level attainment and identify improvement opportunities.
Creates and maintains technical documentation, SOPs, user guides, configuration records, and knowledge articles.
Collaborates with Information Security, Infrastructure, and Application teams to resolve cross-department issues and support enterprise initiatives.
Provides on-site and remote technical support for City departments and facilities as needed.
May participate in an on-call rotation and work outside normal business hours.
Non-essential Job Functions
Assists in IT audits, compliance reviews, and asset verification activities.
Provides recommendations for technology improvements, standardization, and cost-saving initiatives.
Assists in planning and implementing citywide technology initiatives.
Performs other related duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.
Education And Experience
An associate degree in computer science, information technology, or a related field is required. Bachelor’s degree preferred. Minimum of five (5) years of progressively responsible experience providing advanced desktop, endpoint management, MDM, or IT systems support required. Experience supporting automation platforms or enterprise device management tools preferred.
CERTIFICATIONS OR LICENSES
Licenses
Must possess a valid State of Florida Driver’s License with an acceptable driving record.
Certifications
CompTIA A certification is required or must be obtained within one (1) year of employment. CompTIA Network and Security certifications must be obtained within one (1) year of employment per certification if not held at the time of hire.
Additional certifications related to Microsoft technologies, endpoint management, or IT service management are preferred. Candidates possessing higher-level or comparable certifications (e.g., Microsoft, endpoint management, security, or other relevant certifications) may be considered in lieu of any certification listed above; however, any required foundational certification(s) not held at the time of hire must be obtained within one (1) year per certification.
Experience or certification in Microsoft Intune, Apple Business Manager, or Samsung Knox is preferred. The Service Desk Analyst may assist with the administration and support of mobile device management (MDM) platforms and serves as a backup resource to the Senior Service Desk Analyst for these systems as needed.
Knowledge, Skills, And Abilities
Strong understanding of desktop/endpoint technologies, operating systems, enterprise applications, and MDM platforms.
In-depth knowledge of ITIL processes, including incident, problem, and change management.
Advanced analytical and problem-solving abilities with the skill to resolve complex technical issues efficiently.
Ability to provide technical leadership and mentoring within the Service Desk team.
Ability to develop and maintain technical documentation, automation scripts, and configuration standards.
Strong communication and interpersonal skills for working effectively with staff, leadership, and vendors.
Ability to manage multiple priorities in a fast-paced, customer-focused environment.
Physical And Environmental Requirements
To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work-related environmental conditions.
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time.
Must communicate orally, see physical surroundings, listen, hear others, respond to oral commands, and demonstrate good communication skills.
May occasionally be required to lift and move network equipment weighing up to 50 pounds.
WORK ENVIRONMENT
Work is primarily performed in an office environment with occasional visits to other City facilities for user support.
May be required to work and attend meetings outside regular business hours.
May be required to participate in on-call rotation and respond to urgent support requests outside of normal business hours, including evenings or weekends.
Must be able to work in temperature-controlled office environments and maintain professional composure in a fast-paced, customer-focused setting.
Note
May Require Assessment(s).
May fill multiple positions.
May establish an eligibility list.
Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.
All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.
Equal Opportunity
The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292.
Veterans' Preference
Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference.
If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.
Salary : $29 - $47