Help Desk Services Analyst

The City of Greensboro, NC is seeking a Help Desk Services Analyst to provide technical support to users supported by Public Safety IT. This role serves as a primary point of contact for technology-related issues and supports mission-critical systems in a 24/7 public safety environment.

Key Responsibilities

• Provide Help Desk support for more than 1,100 users
• Troubleshoot hardware, software, and connectivity issues
• Install, configure, maintain, and deploy computers, laptops, mobile devices, and peripherals
• Diagnose and resolve complex technical problems involving hardware and software
• Support Microsoft Windows operating systems and Microsoft Office applications
• Assist users with technology-related questions and deliver exceptional customer service
• Maintain accurate documentation of support requests and resolutions
• Learn and support specialized public safety software platforms
• Participate in a rotating 24/7 on-call support schedule
• Collaborate with team members to improve service delivery and technology support processes
• Provide critical technical support that helps keep first responders, emergency personnel, and public safety teams connected
• Troubleshoot technology challenges, support mission-critical systems, and ensure users have the tools needed to serve the community

Required Qualifications

• Associate’s Degree with 1-3 years of technical support experience working in a Help Desk environment
• Experience troubleshooting computer hardware, software, and peripheral devices
• Experience with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)

Preferred Qualifications

• CompTIA A+ Certification (highly preferred)
• Two or more years of Help Desk or technical support experience
• Experience installing, configuring, and deploying computer equipment
• Experience supporting enterprise technology environments
• Experience working in a structured, mission-focused, or public safety environment
• Experience troubleshooting mobile devices, printers, and network-connected equipment

Technology Exposure

• Microsoft Windows
• Microsoft Office (Word, Excel, Outlook, PowerPoint)

Work Schedule and Environment

This position operates in a 24/7 public safety environment and requires participation in a rotating on-call schedule to provide technical support outside normal business hours as needed. The regular work schedule is Monday-Friday, 8:00 am-5:00 pm.

Compensation and Employment Status

Salary range is USD 54,102 - 96,814 per year. This job is Non-Exempt and is subject to the overtime provisions of the Fair Labor Standards Act.

Benefits

• Medical, dental, and vision insurance options
• Retirement benefits and pension opportunities
• Paid holidays, vacation, and sick leave
• Career development and advancement opportunities
• Tuition assistance and professional development opportunities
• Employee wellness programs and discounts

Additional Skills and Physical Capabilities

• Ability to diagnose and resolve technical issues independently
• Strong communication and customer service skills
• Ability to quickly learn and adapt to specialized software platforms
• Physical capability to lift and maneuver equipment up to approximately 50 pounds

Location

Greensboro, NC (onsite)

Minimum Experience

1+ years of relevant technical support experience (Help Desk environment).