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 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
Benefits:
The City of Greensboro offers an outstanding benefits package that supports your well-being.
Learn more Here
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
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Gain experience with enterprise technology systems and support tools
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Work in a collaborative and customer-focused environment
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Develop technical troubleshooting and problem-solving expertise
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Build a career with opportunities for advancement in information technology
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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:
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Serve as the first point of contact for technology support requests
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Diagnose and resolve hardware, software, and connectivity issues
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Provide remote technical support using enterprise remote access tools
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Assist users with operating systems, applications, and peripheral devices
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Document support requests, resolutions, and technical issues accurately
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Escalate complex issues to appropriate technical teams as needed
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Support end users through telephone, email, remote sessions, and in-person assistance
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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
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Ability to operate and troubleshoot computer hardware, software, peripheral devices, and related technology equipment
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Strong analytical, troubleshooting, and customer service skills are essential
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Requires the ability to communicate technical information clearly to users with varying levels of technical expertise
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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.
