SERVICE DESK ANALYST I
Fulton County, GA, New York, NY, United States
Salary:
$38,060.00 - $57,090.00 Annually Location :
FULTON COUNTY ATLANTA, GA Job Type:
INFORMATION TECHNOLOGY Remote Employment:
Flexible/Hybrid Department:
INFORMATION TECHNOLOGY Opening Date:
04/01/2026 Closing Date:
4/4/2026 11:59 PM Eastern Pay Grade::
K1
UNCLASSIFIED POSITION CURRENT VACANCY IS IN THE INFORMATION TECHNOLOGY DEPARTMENT Minimum Qualifications:
Associate's Degree in Business, Information Technology, Information Systems, or a related field required; this classification is considered to be an entry-level professional position, however previous work experience is preferred; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required:
Must possess and maintain a valid Georgia driver's license.
Specific Knowledge, Skills, or Abilities : Must be able to demonstrate proficiency in performance of the Windows-Docs, all Microsoft applications, laptop, desktop and table troubleshooting and procedures necessary to function effectively in the position.
EXAMINATION: The examination will consist of a review of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as eligible. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.
ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER ALLOCATIONS ARE RECEIVED BY THE PERSONNEL DEPARTMENT.
Purpose of Classification: The purpose of the Service Desk Analyst I is to provide first-line support for service issues by taking calls from Department/County users, logging issues and service requests in the service management tool, and working with Service Desk and Service Management teams to ensure that services are delivered promptly and disrupted services are returned to normal as soon as possible.
Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Interacts directly with Department and County technology users through calls or systematic messaging to document, troubleshoot, accurately prioritize, and resolve incidents and other reported issues.
Provide Tier I Technical support for endpoint devices (I.e. desktops, printers, laptops, tablets, monitors), applications and software.
Leverages service management tools to resolve document and route incidents to the appropriate Service Management/Delivery teams to provide additional troubleshooting support and incident resolution services. Adheres to established service management processes and procedures to ensure the Departments receive a consistent and seamless experience.
Monitors and tracks the status of open/ongoing issues, works with support teams to determine estimated time of resolution, and communicate incident status if needed. Understands to and adheres to access management processes when fulfilling access-related service requests, ensuring the appropriate permissions, rights, and validations are in place. Ensure time to resolution is in line with Service Level and Operational Level agreements, and escalates incidents appropriately to ensure awareness and support timely resolution.
Works with Support teams to facilitate and manage the delivery of service requests. Works with Incident/Problem manager to troubleshoot, identify root cause, and resolve incidents and problems. Provides occasional after-hours support to address department issues with support teams.
Configure and deploy endpoint devices II.e. desktops, printers, laptops, tablets, monitors), applications and software.
Additional Functions:
Performs other related duties as required.
Performance Aptitudes: Data Utilization : Requires the ability to evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
Human Interaction : Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job. Requires the ability to provide semi-formal training to others in specific areas using furnished teaching materials.
Equipment, Machinery, Tools, and Materials Utilization : Requires the ability to operate, maneuver, and/or control the actions of equipment, machinery, tools and/or materials requiring complex and/or rapid adjustments.
Verbal Aptitude : Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Mathematical Aptitude : Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.
Functional Reasoning : Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning : Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, genetics, age, disability or sexual orientation. 01
The answers you provide to the supplemental questions will be used to determine if you meet the minimum qualifications for this position. Your responses pertaining to specific work experience and education must be clearly shown in the areas for work history and education on your application. Your application must be completed in full before it is submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. We do not accept additional information after your application has been received by the Department of Human Resources Management. Do you accept these conditions?
Yes No
02
What is your highest level of education completed?
High School Diploma or G.E.D. Equivalent Some College Associate's Degree Bachelor's Degree Master's Degree Doctorate's Degree None of the Above
03
What degree related to this position do you posess?
Associate Bachelor Master Doctorate None of the Above
04
In what field of study related to this position do you possess an Associate's Degree, Bachelor's Degree, Master's Degree and Doctorate's Degree or have earned college credits?
Business Administration Computer Science Information Technology Information System None of the Above
05
If you have received some college credits related to this position, but DID NOT receive your degree, how many college credits did you earn?
0 - 29 Semester Hours 30 - 59 Semester Hours 60 - 89 Semester Hours 90 -119 Semester Hours 0 - 44 Quarter Hours 45 - 89 Quarter Hours 90 - 134 Quarter Hours 135 - 179 Quarter Hours Does not Apply
06
Do you have experience in a technology service area such as IT, telecommunications, network services, with service desk tracking system experience?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 or more years
07
Do you have experience troubleshooting IT Equipment? (i.e. Laptops, Desktops, Printers, Tablets, Cell Phones). If so how many years of experience do you have?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 years or more
08
Do you have experience installing IT Equipment? (i.e. Laptops, Desktops, Printers, Tablets, Cell Phones,) If so how many years of experience do you have?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 years or more
09
Do you have experience utilizing an Information Technology Incident Management System? If so, please list the systems used and the years of experience you have in using the system(s). Required Question
$38,060.00 - $57,090.00 Annually Location :
FULTON COUNTY ATLANTA, GA Job Type:
INFORMATION TECHNOLOGY Remote Employment:
Flexible/Hybrid Department:
INFORMATION TECHNOLOGY Opening Date:
04/01/2026 Closing Date:
4/4/2026 11:59 PM Eastern Pay Grade::
K1
UNCLASSIFIED POSITION CURRENT VACANCY IS IN THE INFORMATION TECHNOLOGY DEPARTMENT Minimum Qualifications:
Associate's Degree in Business, Information Technology, Information Systems, or a related field required; this classification is considered to be an entry-level professional position, however previous work experience is preferred; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required:
Must possess and maintain a valid Georgia driver's license.
Specific Knowledge, Skills, or Abilities : Must be able to demonstrate proficiency in performance of the Windows-Docs, all Microsoft applications, laptop, desktop and table troubleshooting and procedures necessary to function effectively in the position.
EXAMINATION: The examination will consist of a review of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as eligible. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.
ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER ALLOCATIONS ARE RECEIVED BY THE PERSONNEL DEPARTMENT.
Purpose of Classification: The purpose of the Service Desk Analyst I is to provide first-line support for service issues by taking calls from Department/County users, logging issues and service requests in the service management tool, and working with Service Desk and Service Management teams to ensure that services are delivered promptly and disrupted services are returned to normal as soon as possible.
Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Interacts directly with Department and County technology users through calls or systematic messaging to document, troubleshoot, accurately prioritize, and resolve incidents and other reported issues.
Provide Tier I Technical support for endpoint devices (I.e. desktops, printers, laptops, tablets, monitors), applications and software.
Leverages service management tools to resolve document and route incidents to the appropriate Service Management/Delivery teams to provide additional troubleshooting support and incident resolution services. Adheres to established service management processes and procedures to ensure the Departments receive a consistent and seamless experience.
Monitors and tracks the status of open/ongoing issues, works with support teams to determine estimated time of resolution, and communicate incident status if needed. Understands to and adheres to access management processes when fulfilling access-related service requests, ensuring the appropriate permissions, rights, and validations are in place. Ensure time to resolution is in line with Service Level and Operational Level agreements, and escalates incidents appropriately to ensure awareness and support timely resolution.
Works with Support teams to facilitate and manage the delivery of service requests. Works with Incident/Problem manager to troubleshoot, identify root cause, and resolve incidents and problems. Provides occasional after-hours support to address department issues with support teams.
Configure and deploy endpoint devices II.e. desktops, printers, laptops, tablets, monitors), applications and software.
Additional Functions:
Performs other related duties as required.
Performance Aptitudes: Data Utilization : Requires the ability to evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
Human Interaction : Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job. Requires the ability to provide semi-formal training to others in specific areas using furnished teaching materials.
Equipment, Machinery, Tools, and Materials Utilization : Requires the ability to operate, maneuver, and/or control the actions of equipment, machinery, tools and/or materials requiring complex and/or rapid adjustments.
Verbal Aptitude : Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Mathematical Aptitude : Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.
Functional Reasoning : Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning : Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, genetics, age, disability or sexual orientation. 01
The answers you provide to the supplemental questions will be used to determine if you meet the minimum qualifications for this position. Your responses pertaining to specific work experience and education must be clearly shown in the areas for work history and education on your application. Your application must be completed in full before it is submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. We do not accept additional information after your application has been received by the Department of Human Resources Management. Do you accept these conditions?
Yes No
02
What is your highest level of education completed?
High School Diploma or G.E.D. Equivalent Some College Associate's Degree Bachelor's Degree Master's Degree Doctorate's Degree None of the Above
03
What degree related to this position do you posess?
Associate Bachelor Master Doctorate None of the Above
04
In what field of study related to this position do you possess an Associate's Degree, Bachelor's Degree, Master's Degree and Doctorate's Degree or have earned college credits?
Business Administration Computer Science Information Technology Information System None of the Above
05
If you have received some college credits related to this position, but DID NOT receive your degree, how many college credits did you earn?
0 - 29 Semester Hours 30 - 59 Semester Hours 60 - 89 Semester Hours 90 -119 Semester Hours 0 - 44 Quarter Hours 45 - 89 Quarter Hours 90 - 134 Quarter Hours 135 - 179 Quarter Hours Does not Apply
06
Do you have experience in a technology service area such as IT, telecommunications, network services, with service desk tracking system experience?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 or more years
07
Do you have experience troubleshooting IT Equipment? (i.e. Laptops, Desktops, Printers, Tablets, Cell Phones). If so how many years of experience do you have?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 years or more
08
Do you have experience installing IT Equipment? (i.e. Laptops, Desktops, Printers, Tablets, Cell Phones,) If so how many years of experience do you have?
0 to 6 months 6 months to 1 year 1 year to 2 years 2 years or more
09
Do you have experience utilizing an Information Technology Incident Management System? If so, please list the systems used and the years of experience you have in using the system(s). Required Question