Service Desk Analyst

Job Location:

15151 E Alameda Pkwy, Aurora, CO .

Provides frontline technical support and troubleshooting for the City’s end-user technology systems. The analyst diagnoses and resolves hardware, software, and access-related issues, maintains the performance and reliability of IT systems, and delivers high-quality customer service to City personnel.

Hiring range: $23.95 - $29.94 per hour. Classified as VHBE (Variable Hour Benefit Eligible). Eligible to elect Medical, Dental, and Vision benefits, accrue paid time off, and receive 11 paid holidays.

• 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.
• Preventing service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for end‑user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize IT performance and prevent future problems.
• Collaborating with internal departments to ensure their technology needs are met.
• Staying informed of advancements in IT industry capabilities.
• Performing other related duties as assigned.

• Associate’s degree from an accredited college.
• At least one year of experience in IT or customer service.
• Preferred:
  Experience with collaboration technologies (Web Ex, Teams), Okta usage and support, Microsoft Intune, and industry‑recognized help desk certifications.
• Knowledge of computer hardware, software, operating systems, service desk operations, ticketing systems, networking concepts, troubleshooting methodologies, customer service principles, and help desk ticketing software such as Service Now or Cherwell.
• Skills:
  
  diagnosing and resolving hardware/software/user access issues, using ticketing systems, communicating technical information clearly, prioritizing and managing multiple service requests, collaborating with IT teams, documenting solutions, and learning new technologies.
• Valid driver’s license or other demonstrated ability to meet transportation requirements.

• Essential personnel may be required to work during emergencies declared by the city.
• Light physical work: lift up to 20 lbs, regular walking and standing; may occasionally work outside the office and in or around emergency response vehicles.
• Primarily office environment; may encounter noise and exposure to dust, chemicals, odors.

The City of Aurora is an equal‑opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants; this information will not be used to discriminate on the basis of sex, race, age, sexual orientation, creed, national origin, disability, or military status unless it relates to a bona fide occupational qualification. We maintain a drug‑free workplace;

a positive marijuana test is grounds for disqualification and ineligibility for employment with the city for one year, or termination once hired. Applicants for safety‑sensitive positions may be required to complete and pass a drug screening.

For more information on benefits and policies, please visit the City of Aurora website or contact the Human Resources office.