Service Desk Analyst

City of Gainesville•Gainesville, FL

1d•$29 - $47•Hybrid

About The Position

This position performs advanced technical and analytical work within the Service Desk team, supporting complex systems, devices, and enterprise applications. The role focuses on managing endpoint environments, mobile device management (MDM), automation, and lifecycle management for City assets. The incumbent serves as a technical escalation point for Service Desk Specialists and assists in process improvement initiatives aligned with ITIL service management practices.

Requirements

An associate degree in computer science, information technology, or a related field is required.
Minimum of five (5) years of progressively responsible experience providing advanced desktop, endpoint management, MDM, or IT systems support required.
Must possess a valid State of Florida Driver’s License with an acceptable driving record.
CompTIA A+ certification is required or must be obtained within one (1) year of employment.
CompTIA Network+ and Security+ certifications must be obtained within one (1) year of employment per certification if not held at the time of hire.
Strong understanding of desktop/endpoint technologies, operating systems, enterprise applications, and MDM platforms.
In-depth knowledge of ITIL processes, including incident, problem, and change management.
Advanced analytical and problem-solving abilities with the skill to resolve complex technical issues efficiently.
Ability to provide technical leadership and mentoring within the Service Desk team.
Ability to develop and maintain technical documentation, automation scripts, and configuration standards.
Strong communication and interpersonal skills for working effectively with staff, leadership, and vendors.
Ability to manage multiple priorities in a fast-paced, customer-focused environment.
Regularly required to sit or stand for extended periods of time.
Must communicate orally, see physical surroundings, listen, hear others, respond to oral commands, and demonstrate good communication skills.
May occasionally be required to lift and move network equipment weighing up to 50 pounds.

Nice To Haves

Bachelor’s degree preferred.
Experience supporting automation platforms or enterprise device management tools preferred.
Additional certifications related to Microsoft technologies, endpoint management, or IT service management are preferred.
Candidates possessing higher-level or comparable certifications (e.g., Microsoft, endpoint management, security, or other relevant certifications) may be considered in lieu of any certification listed above; however, any required foundational certification(s) not held at the time of hire must be obtained within one (1) year per certification.
Experience or certification in Microsoft Intune, Apple Business Manager, or Samsung Knox is preferred.

Responsibilities

Provides Tier 3 technical support for complex issues involving endpoint systems, hardware, software, enterprise applications, and peripheral devices.
Serves as a primary escalation resource for Service Desk Specialists, performing advanced troubleshooting and root cause analysis.
Administers mobile device management (MDM) platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.
Designs, implements, and maintains automation, scripting, and configuration management processes to enhance Service Desk efficiency.
Develops, tests, and deploys software packages, configurations, policies, and updates across endpoint environments.
Leads small-scale Service Desk projects such as system upgrades, endpoint deployments, automation rollouts, and process improvements.
Coordinates device lifecycle management, including asset tracking, procurement, configuration, patching, replacement cycles, and decommissioning.
Monitors ticket queues, technical metrics, device compliance, and system performance to support service level attainment and identify improvement opportunities.
Creates and maintains technical documentation, SOPs, user guides, configuration records, and knowledge articles.
Collaborates with Information Security, Infrastructure, and Application teams to resolve cross-department issues and support enterprise initiatives.
Provides on-site and remote technical support for City departments and facilities as needed.
May participate in an on-call rotation and work outside normal business hours.
Assists in IT audits, compliance reviews, and asset verification activities.
Provides recommendations for technology improvements, standardization, and cost-saving initiatives.
Assists in planning and implementing citywide technology initiatives.
Performs other related duties as assigned.