IT Desktop Support Analyst – Troubleshooting & Upgrades

City of Duluth; Duluth (MN); On-site; USD 52,000 - 78,000; Full time

Job summary

City of Duluth is seeking a Support Analyst to maintain in-house computer systems, desktops, mobiles, and peripherals. You will install, diagnose, repair, maintain and upgrade hardware and software to ensure optimal workstation performance.

The role emphasizes teamwork with system, application, and network admins, service desk deliverables, end-user training, and inventory management, with potential involvement in business continuity and disaster recovery planning.

Qualifications

• Degree in IT field with 1 year of verifiable work in installation, support and troubleshooting of PCs, networks and peripherals.
• Or a combination of education, certification and/or experience totaling 3 years demonstrating the listed knowledge, skills, and abilities.
• Strong knowledge of PC hardware and peripherals and operating systems.
• Experience in service desk/help desk environments and customer support.
• Excellent written and oral communication skills.

Responsibilities

• Assist in maintaining in-house computer systems, desktops, mobiles, peripherals and software.
• Install, diagnose, repair, maintain and upgrade hardware and software for optimal workstation performance.
• Develop and enforce Service Level Agreements and Help Desk deliverables.
• Provide end-user training and create usage guides.
• Collaborate with system, application and network admins for efficient operation.
• Maintain inventory of desktops, laptops, tablets, printers and other equipment.
• Support business continuity and disaster recovery plans.

Skills

Hardware troubleshooting

Software troubleshooting

Service Level Agreements

Documentation skills

Customer service

Education

IT-related degree or equivalent certification/experience

Three years total experience/education/certification

Tools

PC hardware tools

MS Windows & macOS

Network installation tools

Job description

City of Duluth is seeking a Support Analyst to maintain in-house computer systems, desktops, mobiles, and peripherals. You will install, diagnose, repair, maintain and upgrade hardware and software to ensure optimal workstation performance.

The role emphasizes teamwork with system, application, and network admins, service desk deliverables, end-user training, and inventory management, with potential involvement in business continuity and disaster recovery planning.