Launch Your IT Career Supporting Technology That Protects Our Community
Help Desk Services Analyst | Keep Public Safety Connected Through Technology
Estimated Hiring Salary Range: $54,102 - $71,187 Full Salary Range: $54,102 - $96,614 Competitive salary commensurate with qualifications and experience.
Benefits:
We offer an outstanding benefits package that supports your well-being.
Work Schedule: Monday-Friday; 8:00 am-5:00 pm.
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.
Be the Technology Lifeline Behind Public Safety Operations
Provide critical technical support that keeps first responders, emergency personnel, and public safety teams connected. As a Help Desk Services Analyst professional, you will troubleshoot technology challenges, support mission-critical systems, and ensure users have the tools needed to serve the community.
Benefits Statement:
The City offers a comprehensive benefits package designed to support employees and their families, including:
- 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
Are you passionate about technology, problem-solving, and helping others succeed? Join a team that provides essential technical support to public safety operations. The Help Desk Services Analyst role delivers frontline technology assistance to more than 1,100 users, ensuring employees have reliable access to the systems and equipment needed to protect and serve the community.
This position provides hands-on support for workstations, laptops, cellular devices, peripherals, and specialized public safety technology platforms. Must have the ability to diagnose and resolve technical issues independently; have strong communication and customer service skills. Must demonstrate the ability to quickly learn and adapt to specialized software platforms and have the physical capability to lift and maneuver equipment weighing up to approximately 50 pounds. If you enjoy troubleshooting, learning new technology, and making a direct impact through exceptional customer service, this opportunity is for you.
Why You’ll Love Working With Us:
When you join our Public Safety IT team, you become part of a mission-driven organization where technology plays a vital role in protecting lives and supporting community services.
You will have the opportunity to:
- Support technology systems used by public safety professionals
- Solve unique technical challenges in a fast-paced environment
- Work with a collaborative team of technology professionals
- Expand your technical skills through hands-on experience
- Build a rewarding career supporting essential public services
- Grow professionally through training and advancement opportunities
About the Role:
The Help Desk Services Analyst position provides technical support to users supported by Public Safety IT. This role serves as a primary point of contact for technology-related issues through the Help Desk application, walk-in support, telephone, and email.
Key responsibilities include:
- 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 provide 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
Ideal Candidate Profile:
The successful candidate is a dependable technology professional who enjoys helping others and thrives in a fast-paced environment. They demonstrate:
- Strong work ethic and reliability
- Ability to adapt quickly to changing technology
- Excellent problem-solving skills
- A customer-focused approach to technical support
- Ability to communicate professionally with employees at all levels
- Team-oriented mindset and willingness to collaborate
- Curiosity and motivation to continuously learn
Potential Career Path:
The Help Desk Services Analyst role provides a strong foundation for advancement within Public Safety Technology. Career growth opportunities may include:
Senior Help Desk Analyst? IT Support Specialist? Systems Administrator? Application Support Analyst? IT Supervisor? Technology Manager
Employees are encouraged to pursue professional certifications, expand technical knowledge, and develop skills for future advancement opportunities.
This job is Non-Exempt and is subject to the overtime provisions of the Fair Labor Standards Act.
Job Type: Active Full-Time
Agency: Guilford Metro 9-1-1
Location: (Guilford Metro 911) 1903 Midway St Greensboro