Service Desk Analyst

About the role

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. EXAMPLES OF WORK* *This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower-level duties may be required. ESSENTIAL JOB FUNCTIONS 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. NON-ESSENTIAL JOB FUNCTIONS 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.

Requirements

• To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.
• EDUCATION AND EXPERIENCE
• CERTIFICATIONS OR LICENSES
• Licenses
• Must possess a valid State of Florida Driver's License with an acceptable driving record.
• Certifications
• 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.
• Additional certifications related to Microsoft technologies, endpoint managemen

Benefits

Additional Information

If you are an Internal City Employee, Retiree or Dependent/Survivor of a City Employee please apply internally via Career Icon in your Workday account. Make a difference in the community you live in! As a Community Builder-an employee with the City of Gainesville- you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it's a chance to contribute to community success and to help enhance the Gainesville way of life. Department: GG_Technology: GG Information Technology Administration Salary Range Minimum: $29.36 Salary Range Maximum: $47.44 Closing Date: 06/19/2026 Job Details: 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. Job Description:

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