Service Desk Analyst

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. Overview Of Job 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 MINIMUM QUALIFICATIONS & WORKING CONDITIONS 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 #J-18808-Ljbffr