Service Desk Analyst - Variable Hour Benefit Eligible

City of Aurora•Aurora, CO

1d•$24 - $30•Onsite

About The Position

The 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.

Requirements

Associate’s degree from an accredited college.
At least one (1) year of experience in IT or customer service
Valid driver’s license or otherwise demonstrated ability to meet the transportation requirements of the position
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
Skill in diagnosing and resolving hardware, software, and user access issues in a timely manner
Skill in using service desk ticketing systems (e.g., ServiceNow, Cherwell, or similar platforms) to manage and document work
Skill in communicating technical information clearly to non-technical users
Skill in prioritizing and managing multiple service requests in a fast-paced environment
Skill in collaborating with IT teams and stakeholders to resolve issues and improve service delivery
Ability to provide effective customer-focused technical support in person, by phone, and through electronic communication
Ability to analyze issues, determine appropriate solutions, and escalate complex problems as needed
Ability to manage multiple priorities and respond effectively in time-sensitive situations
Ability to establish and maintain effective working relationships with employees, management, and external stakeholders
Ability to document processes, solutions, and recurring issues to support knowledge sharing and continuous improvement
Ability to learn and adapt to new technologies, systems, and processes

Nice To Haves

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

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