Service Desk Analyst

Salary: $58,430.00 - $104,560.00 Annually
Location : Melvin Municipal Office Building (MMOB) 300 West Washington Street, Greensboro, NC
Job Type: Active Full-Time
Job Number: 05378
Department: Information Technology
Division: Network Services
Opening Date: 06/01/2026
Closing Date: 6/17/2026 9:13 AM Eastern


Description
Be the First Line of Technology Support. Service Desk Analyst - Information Technology Department
The City of Greensboro is seeking a customer-focused, technically skilled Service Desk Analys t 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
Benefits :

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

Learn more


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 organizationThe 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.
Typical Duties

Minimum Qualifications:

• Associate's Degree with 4+ years of experience working in a computer technology environment
  • or Some college with 5+ years of experience working in a computer technology environment
  • or 7+ years of experience working in a computer technology environment
• Valid NC Driver's License
• Prior experience installing, configuring, and troubleshooting Microsoft Office products
• Experience installing, configuring, and troubleshooting Windows operating systems
• Experience with the breakdown and repair of a computer or peripherals of any style
• Experience troubleshooting complex hardware and software issues
• A+ Certification (completion within 6 months of employment)

Preferred Qualifications:

• Experience working in a technology-focused call center
• Working 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 Associate
• Cisco Certified Technician

01


Are you a current City of Greensboro employee?

• Yes
• No

02


Please select the "Class" category driver's license you posses.

• No Driver's License
• NCID (North Carolina Identification Card)
• Type C
• Type A
• Type B
• Out of state commercial Driver's License
• Out of state non/commercial Driver's License

03


What is your highest level of Education? Please select Not Applicable if you do not possess a high school diploma or GED

• Not Applicable
• High School Diploma / GED
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree

04


How many years of experience do you possess working in a computer technology environment? Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1-3 years experience, but less than 4 years experience
• 4-6 years experience, but less than 7 years experience
• 7-9 years experience, but less than 10 years experience
• 10 or more years experience

05


Clearly describe (company name, job duties) your experience working in a computer technology environment.• If you have no experience, please type "NA" or Not Applicable. If you have no experience please type "Not Applicable" or "N/A" • Applications with "See Resume" are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work history section of your employment application.
06


How many years of experience do you possess in installing, configuring, and troubleshooting Microsoft Office products? Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1 years experience, but less than 3 years experience
• 3 years experience, but less than 5 years experience
• 5 years experience, but less than 7 years experience
• 7 years experience, but less than 10 years experience
• 10 or more years experience

07


How many years experience do you possess installing, configuring and troubleshooting Windows operating systems? Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1 years experience, but less than 3 years experience
• 3 years experience, but less than 5 years experience
• 5 years experience, but less than 7 years experience
• 7 years experience, but less than 10 years experience
• 10 or more years experience

08


How many years of experience do you possess with the break-down and repair of a computer or peripherals? Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1 years experience, but less than 3 years experience
• 3 years experience, but less than 5 years experience
• 5 years experience, but less than 7 years experience
• 7 years experience, but less than 10 years experience
• 10 or more years experience

09


Clearly describe (company name, job duties) your experience with the break-down and repair of a computer or peripherals.• If you have no experience, please type "NA" or Not Applicable. If you have no experience please type "Not Applicable" or "N/A" • Applications with "See Resume" are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work history section of your employment application.
10


How many years of experience do you possess troubleshooting complex hardware and software issues? Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1 years experience, but less than 3 years experience
• 3 years experience, but less than 5 years experience
• 5 years experience, but less than 7 years experience
• 7 years experience, but less than 10 years experience
• 10 or more years experience

11


Clearly describe (company name, job duties) your Experience troubleshooting complex hardware and software issues.• If you have no experience, please type "NA" or Not Applicable. If you have no experience please type "Not Applicable" or "N/A" • Applications with "See Resume" are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work history section of your employment application.
12


How many years of experience do you possess with the breakdown and repair of a computer or peripherals of any style?b> Human Resources will not process incomplete answers. You must also clearly state your experience in the Employment / Work history section of your employment application.

• No experience
• Less than 1 year experience
• 1 years experience, but less than 3 years experience
• 3 years experience, but less than 5 years experience
• 5 years experience, but less than 7 years experience
• 7 years experience, but less than 10 years experience
• 10 or more years experience

13


Clearly describe (company name, job duties) your experience working with the breakdown and repair of a computer or peripherals of any style.• If you have no experience, please type "NA" or Not Applicable. If you have no experience, please type "Not Applicable" or "N/A" • Applications with "See Resume" are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work history section of your employment application.
14


I understand that all Required Competencies, Work history and Credentials and Education must appear on the application in the Education and Work Experience sections of the application form to receive consideration during the selection process. Resumes will not be accepted in lieu of completing the application, "See Attached Resume or an Embedded Text Resume" will be considered incomplete and will not be processed.

• I understand

15


Do you have working knowledge of desktop tools such as SCCM, MS Teams, and Windows Remote Desktop?Experience must be indicated on application as well.

• Yes
• No

16


Clearly describe your working knowledge of desktop tools such as SCCM, MS Teams, and Windows Remote Desktop.If no experience indicate N/A in the designated area,
17


Do you have CompTIA A+ or CompTIA Network +?Experience must be indicated on the application.

• Yes
• No

18


Do you have Microsoft 365 Certified: Modern Desktop Administrator Associate experience?Experience must be indicated on the application.

• Yes
• No

Required Question