Support Services Analyst

Are you passionate about technology and innovation? Do you love jumping into a problem, figuring it out fast and leaving someone’s day better than you found it?

Join our Innovation & Technology team as a Support Services Analyst. You’ll serve as the trusted point of contact colleagues depend on when devices or apps are having problems, ensuring city services run smoothly and our customers stay satisfied.

• Be the primary point of contact for tech help via phone, email, tickets, and in-person support.
• Troubleshoot desktops/laptops, mobile devices, printers, A/V gear and collaboration tools (Microsoft 365, Teams, Webex).
• Support account access (passwords, MFA/SSO), device setup/imaging and connectivity (DNS/DHCP/TCP/IP, Wi‑Fi, VPN).
• Install & configure standard hardware/software; handle basic repairs and upgrades.
• Log & track incidents/requests in our support system, maintain tight documentation and contribute to knowledge base articles.
• Assist with new‑hire onboarding, asset inventory, lifecycle management and vendor quotes/purchasing.
• Escalate complex issues and collaborate with systems/app specialists on upgrades, security improvements and cloud projects.

• Real‑world impact:
  Your solutions help every department serve our community.
• Build your experience:
  Touch modern tools across devices, networks and collaboration platforms. Access our continuous learning programming and training.
• Feed your growth mindset:
  We value quick learners who experiment, document and share what works.
• Team Spirit:
  Join a collaborative environment where your ideas and contributions are valued.

Send us your resume and a short note about a tricky tech problem you solved: what was the situation, how did you approach it and what did you learn?

Provides a full range of technical support for the City in areas of workstation hardware and software; workstation and peripheral equipment installation, maintenance, and repair; network (voice and data) operations; and other computer‑related issues. Contributes to technical support consistent with service level agreements and coordinates the resolution of complex problems with vendors or other technical staff.

The Support Services Analyst provides a full range of technical support to end‑users across the organization. This includes troubleshooting workstation hardware and software issues, helping with cloud‑based applications, supporting network and telephony services and resolving technology‑related problems in alignment with service‑level expectations. The role works closely with other IT teams to maintain high system reliability, deliver excellent customer experience, ensure strong documentation practices and efficient day‑to‑day operations.

Given the nature of this classification’s duties/responsibilities, it has been designated as Non‑Exempt under the governing Fair Labor Standards Act regulations and, therefore, is entitled to formal overtime compensation and/or formal compensatory time.

None

Working at the City of Dublin is more than just a job – Join the City of Dublin today! In addition to a competitive pay plan, the City offers a comprehensive benefits program for our permanent full‑time employees that includes, but is not limited to, the following:

• Opportunity to earn premium‑free medical, dental, and vision benefits
• Employer‑provided contributions to Health Savings or Health Reimbursement Account
• Healthy By Choice Wellness Program
• Employer‑provided Short‑term Disability (Non‑Union Employees)
• Employer‑provided Life Insurance
• Vacation, Sick, and Personal Leave
• Longevity Pay
• Tuition Reimbursement
• Employee Assistance Program
• Dublin Community Recreation Center Membership

This position is 100% in the office and is not able to work remotely.

Responds to client questions and problems relating to computers, communications, and centralized applications; identifies problems; resolves issues for most common problems; routes call to appropriate staff member, when necessary.

Maintains accurate documentation of problem‑resolution status and resolution, applicable hardware and/or software adds, changes, moves,…