What are the responsibilities and job description for the Service Desk Analyst position at City of Greensboro?
The City of Greensboro is seeking a customer-focused, technically skilled Service Desk Analyst to provide frontline technology support to City employees. This position plays a critical role in ensuring users can effectively access and utilize the technology systems necessary to deliver public services. If you enjoy troubleshooting technical issues, helping others, and working in a fast-paced support environment, this is an excellent opportunity to build a rewarding career in information technology.
Compensation and Benefits:
Estimated Hiring Salary Range: $64,068.00 - $83,031.00 Full Salary Range: $58,430.00 - $104,560.00. Annually
Benefits:
The City of Greensboro offers an outstanding benefits package that supports your well-being.
Learn more Here
Work Schedule:
Monday-Friday 8:00 am - 5:00 pm
About the Department:
The Information Technology Department supports the City's technology infrastructure, cybersecurity, enterprise applications, communications systems, and end-user support services. We partner with City departments to deliver reliable, secure, and innovative technology that improves operational efficiency and customer service.
Why You’ll Love Working With Us:
- Help employees resolve technology issues that impact critical City services
- Gain experience with enterprise technology systems and support tools
- Work in a collaborative and customer-focused environment
- Develop technical troubleshooting and problem-solving expertise
- Build a career with opportunities for advancement in information technology
- This position offers a Career Path/Journey Action Program after 6 months of employment.
About the Role:
The Service Desk Analyst provides technical support and troubleshooting assistance for hardware, software, and technology-related issues across the organization. The position is NON-EXEMPT under FLSA.
Key Responsibilities:
- Serve as the first point of contact for technology support requests
- Diagnose and resolve hardware, software, and connectivity issues
- Provide remote technical support using enterprise remote access tools
- Assist users with operating systems, applications, and peripheral devices
- Document support requests, resolutions, and technical issues accurately
- Escalate complex issues to appropriate technical teams as needed
- Support end users through telephone, email, remote sessions, and in-person assistance
- Maintain a high level of customer service while resolving technical problems
Additional Position Details
- Working knowledge of remote support tools such as SCCM, Microsoft Teams, and Windows Remote Desktop
- Ability to operate and troubleshoot computer hardware, software, peripheral devices, and related technology equipment
- Strong analytical, troubleshooting, and customer service skills are essential
- Requires the ability to communicate technical information clearly to users with varying levels of technical expertise
- Position requires strong organizational skills and the ability to manage multiple support requests effectively
Potential Career Path
Employees in this role may advance into positions such as:
Senior Service Desk Analyst ? Systems Support Specialist ? Systems Administrator ? IT Infrastructure or Applications Management
The City of Greensboro supports ongoing technical training, certifications, and professional development for technology professionals.
- Associate's Degree with 4 years of experience working in a computer technology environment
- or Some college with 5 years of experience working in a computer technology environment
- or 7 years of experience working in a computer technology environment
- Valid NC Driver's License
- Prior experience installing, configuring, and troubleshooting Microsoft Office products
- Experience installing, configuring, and troubleshooting Windows operating systems
- Experience with the breakdown and repair of a computer or peripherals of any style
- Experience troubleshooting complex hardware and software issues
- A Certification (completion within 6 months of employment)
Preferred Qualifications:
- Experience working in a technology-focused call center
- Working knowledge of desktop tools such as SCCM, MS Teams, and Windows Remote Desktop.
- CompTIA A
- CompTIA Network
- Ability to operate tools, components, and peripheral accessories.
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Cisco Certified Technician
Salary : $58,430 - $104,560