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.