Service Desk Analyst

Service Desk Analyst – Information Technology Department

Be the first line of technology support. 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

The City of Greensboro offers an outstanding benefits package that supports your well-being.

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.