What are the responsibilities and job description for the Service Desk Analyst position at City of Greensboro?
JOB
Be the First Line of Technology Support. Service Desk Analyst – Information Technology DepartmentThe 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. AnnuallyBenefits: 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 pmAbout 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 servicesGain experience with enterprise technology systems and support toolsWork in a collaborative and customer-focused environmentDevelop technical troubleshooting and problem-solving expertiseBuild a career with opportunities for advancement in information technologyThis 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 requestsDiagnose and resolve hardware, software, and connectivity issuesProvide remote technical support using enterprise remote access toolsAssist users with operating systems, applications, and peripheral devicesDocument support requests, resolutions, and technical issues accuratelyEscalate complex issues to appropriate technical teams as neededSupport end users through telephone, email, remote sessions, and in-person assistanceMaintain a high level of customer service while resolving technical problemsAdditional Position DetailsWorking knowledge of remote support tools such as SCCM, Microsoft Teams, and Windows Remote DesktopAbility to operate and troubleshoot computer hardware, software, peripheral devices, and related technology equipmentStrong analytical, troubleshooting, and customer service skills are essentialRequires the ability to communicate technical information clearly to users with varying levels of technical expertisePosition requires strong organizational skills and the ability to manage multiple support requests effectivelyPotential Career PathEmployees in this role may advance into positions such as: Senior Service Desk Analyst ? Systems Support Specialist ? Systems Administrator ? IT Infrastructure or Applications ManagementThe City of Greensboro supports ongoing technical training, certifications, and professional development for technology professionals.
EXAMPLE OF DUTIES
Minimum Qualifications: Associate's Degree with 4 years of experience working in a computer technology environmentor Some college with 5 years of experience working in a computer technology environmentor 7 years of experience working in a computer technology environmentValid NC Driver's LicensePrior experience installing, configuring, and troubleshooting Microsoft Office productsExperience installing, configuring, and troubleshooting Windows operating systemsExperience with the breakdown and repair of a computer or peripherals of any styleExperience troubleshooting complex hardware and software issuesA Certification (completion within 6 months of employment) Preferred Qualifications: Experience working in a technology-focused call centerWorking 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 AssociateCisco Certified Technician
Be the First Line of Technology Support. Service Desk Analyst – Information Technology DepartmentThe 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. AnnuallyBenefits: 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 pmAbout 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 servicesGain experience with enterprise technology systems and support toolsWork in a collaborative and customer-focused environmentDevelop technical troubleshooting and problem-solving expertiseBuild a career with opportunities for advancement in information technologyThis 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 requestsDiagnose and resolve hardware, software, and connectivity issuesProvide remote technical support using enterprise remote access toolsAssist users with operating systems, applications, and peripheral devicesDocument support requests, resolutions, and technical issues accuratelyEscalate complex issues to appropriate technical teams as neededSupport end users through telephone, email, remote sessions, and in-person assistanceMaintain a high level of customer service while resolving technical problemsAdditional Position DetailsWorking knowledge of remote support tools such as SCCM, Microsoft Teams, and Windows Remote DesktopAbility to operate and troubleshoot computer hardware, software, peripheral devices, and related technology equipmentStrong analytical, troubleshooting, and customer service skills are essentialRequires the ability to communicate technical information clearly to users with varying levels of technical expertisePosition requires strong organizational skills and the ability to manage multiple support requests effectivelyPotential Career PathEmployees in this role may advance into positions such as: Senior Service Desk Analyst ? Systems Support Specialist ? Systems Administrator ? IT Infrastructure or Applications ManagementThe City of Greensboro supports ongoing technical training, certifications, and professional development for technology professionals.
EXAMPLE OF DUTIES
Minimum Qualifications: Associate's Degree with 4 years of experience working in a computer technology environmentor Some college with 5 years of experience working in a computer technology environmentor 7 years of experience working in a computer technology environmentValid NC Driver's LicensePrior experience installing, configuring, and troubleshooting Microsoft Office productsExperience installing, configuring, and troubleshooting Windows operating systemsExperience with the breakdown and repair of a computer or peripherals of any styleExperience troubleshooting complex hardware and software issuesA Certification (completion within 6 months of employment) Preferred Qualifications: Experience working in a technology-focused call centerWorking 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 AssociateCisco Certified Technician
Salary : $58,430 - $104,560