Service Desk Analyst - Variable Hour Benefit Eligible

JOB LOCATION 15151 E Alameda Pkwy Aurora, Colorado 80012-1555 City of Aurora, Colorado It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply. Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well-Funded General Employees Retirement Plan Light rail station minutes away On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement Access to innovation workspaces PRIMARY DUTIES & RESPONSIBILITIES Salary to be commensurate with experience The hiring range for this position is $23.95 - $29.94/hourly This is classified as VHBE (Variable Hour Benefit Eligible), where the selected candidate can work up to 40 hours per week. The selected candidate will be eligible to elect Medical, Dental, and Vision benefits, accrue paid time off, and receive 11 paid holidays. The deadline to submit applications is Tuesday, June 23, 2026. Please note, The City of Aurora will conduct ongoing screenings of applications on a first come, first-serve basis; as soon as we determine to have a qualified pool of applicants, this position may close quickly and without notice. OVERVIEW OF JOB The Service Desk Analyst provides frontline technical support and troubleshooting for the City’s end-user technology systems. This role is responsible for diagnosing and resolving hardware, software, and access-related issues, supporting the performance and reliability of IT systems, and delivering high-quality customer service to City personnel. The Analyst manages service requests through the service desk, documents solutions, and collaborates with IT teams to maintain efficient and consistent technology operations. PRIMARY DUTIES & RESPONSIBILITIES Testing and analyzing IT system and software performance. Resolving incoming customer support requests remotely via email and phone, or in-person at the office. Prioritizing and resolving technical concerns and escalating serious issues to relevant stakeholders. Helps prevent service interruptions by performing system installations, updates, and maintenance procedures. Preparing training manuals and FAQ materials for easy-to-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 their technology needs are met. Stays informed of advancements in IT industry capabilities. Performs other related duties as assigned This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. MINIMUM QUALIFICATIONS & WORKING CONDITIONS MINIMUM QUALIFICATIONS An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered. Education: Associate’s degree from an accredited college. Experience: At least one (1) year of experience in IT or customer service Preferred Qualifications: Experience with collaboration technologies, including WebEx and Teams Experience with Okta usage and support Experience with Microsoft Intune Industry-recognized help desk, service desk, or related IT certifications Knowledge: Knowledge of computer hardware, software, and operating systems commonly used in a business environment Knowledge of service desk operations, including ticketing systems, request tracking, and escalation processes Knowledge of basic networking concepts (e.g., connectivity, VPN, user access, and device configuration) Knowledge of troubleshooting methodologies for diagnosing and resolving technical issues Knowledge of customer service principles and practices in a technical support environment Knowledge of service and/or help desk ticketing software and task management software such as ServiceNow, Cherwell, or similar platforms Skills: Skill in diagnosing and resolving hardware, software, and user access issues in a timely manner Skill in using service desk ticketing systems (e.g., ServiceNow, Cherwell, or similar platforms) to manage and document work Skill in communicating technical information clearly to non-technical users Skill in prioritizing and managing multiple service requests in a fast-paced environment Skill in collaborating with IT teams and stakeholders to resolve issues and improve service delivery Abilities: Ability to provide effective customer-focused technical support in person, by phone, and through electronic communication Ability to analyze issues, determine appropriate solutions, and escalate complex problems as needed Ability to manage multiple priorities and respond effectively in time-sensitive situations Ability to establish and maintain effective working relationships with employees, management, and external stakeholders Ability to document processes, solutions, and recurring issues to support knowledge sharing and continuous improvement Ability to learn and adapt to new technologies, systems, and processes Licenses and Certifications Required: Valid driver’s license or otherwise demonstrated ability to meet the transportation requirements of the position WORKING CONDITIONS Essential Personnel: When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel. Physical Demands: Light physical work requiring the ability to lift up to 20 pounds with or without assistance Regular lifting and carrying of computer equipment Moderate walking and standing Ability to review and interpret reports and other written documents with or without reasonable accommodation Ability to communicate with employees, contractors, and residents in field environments, with or without reasonable accommodation Work Environment: Works primarily in an office environment Work may occasionally occur in a noisy environment, with exposure to dust, chemicals, odors, fumes System support issues may require working outside the office environment and in or around emergency response vehicles. Equipment Used: Standard business and professional tools and equipment including computers, laptop computers and mobile computing devices. This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24. For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission. Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired. Drug Testing, Thorough Criminal Background Check, and Employment References: As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others. Employment references will be conducted on finalists for City of Aurora vacancies. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity Respect Professionalism Customer Service And we welcome all who share these values to apply. Why Work for Aurora? Rewarding public sector work impacting a large and diverse community Growing city and employee population Competitive total compensation package Rich benefits package with low employee costs Generous paid leave program 100% funded Employee and Family Care Leave Program Retirement pension plan and 457b plans available Subsidized recreation center pass, on-site fitness centers and wellness programs Continued education and career advancement opportunities Learn more about city of Aurora benefits Notice Regarding Automated Processing and Fraud Prevention As part of our recruiting and application security processes, we may use automated tools and technologies to help detect fraudulent activity, protect applicant accounts, and support the administration of employment applications. These tools may collect and process information associated with your application activity, including: Number of job requisitions applied to External application session duration Geolocation country code IP address Device/browser fingerprinting information (including JA4 fingerprint data) This information may be used by Workday’s Fraudulent Job Application Prevention capabilities to generate an application risk or fraud assessment score. These tools are designed to support application security, fraud prevention, and recruiting operations and may be considered during the processing or review of applications. Meaningful human review remains part of our hiring and recruiting process. For additional information regarding our processing of applicant information, please review our Privacy Notice or contact View email address on click.appcast.io. Please show all your employment history, including military service and related documentation (DD214) on the application. Leaving blanks or omitting previous employment may result in your disqualification from employment. City policy requires that selected candidates provide documentation in the form of official transcripts of the highest level of education attained by the candidate that is listed on their application materials. Applicants who hold a Commercial Driver’s License will also be required to undergo alcohol testing using an Evidential Breath Testing Device. The city of Aurora uses E-Verify to determine if employees are legally eligible to work in the United States. Know your rights! The city of Aurora is an equal opportunity employer. No applicant for employment or employee shall be discriminated against because of age, race, color, sex, gender identity, sexual orientation, religion, creed, national origin, ancestry, disability or military status. The city shall develop and maintain a plan for diversity. Through its staff, the city shall periodically analyze its employment related practices and its plan for diversity to ensure compliance with this policy. If you need assistance or reasonable accommodation for completing this application, please feel free to contact our office at: View phone number on click.appcast.io or visit us at 15151 E. Alameda Pkwy., Suite 3500, Aurora, CO 80012.