IT System Analyst III- Desktop Support (Leesburg)


: $52,980.00 - $87,220.00 /year *

Employment Type

: Full-Time


: Information Technology

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Class Summary

The Grade for this position is C44 (1). Salary will be based on qualifications and experience.

Department Information: The Department of Information Technology Services consists of five Divisions: Enterprise Applications/Development, Infrastructure/Operations, Information Security, Fiscal/Administrative, and Business Strategic Services.

Department and Division Information: The Department of Information Technology Services consists of five Divisions: Enterprise Applications/Development, Infrastructure/Operations, Fiscal/Administrative, Information Security, and Business Strategic Services.
The Infrastructure & Operations Support Division consists of three sections: End User Support, Server, and Network & Telecommunications. They collectively provide services in the areas of Desktop Support, Data Center Operations, Server Administration, and Network and Telecommunications Support. The staff supports over 4,500 personal computers, approximately 950 Microsoft Servers, 110 physical network locations and approximately 5,000 telephony devices throughout the County. We are dedicated to providing technologies for an efficient, secure, and innovative client environment.

Position Description : The primary responsibilities of this position are to provide front line support for laptops, PC's, printers, and other associated equipment. Other support provided for patch management, end-point's security protection, NetMotion, RCM, Remedy Force work order management, and to coordinate the support services of vendors, end users, and other internal staff to successfully complete assigned projects. Maintains computer hardware and software inventory databases to include software license counts and software version upgrades. Participates in projects related to technical and non-technical initiatives and the ongoing support of systems. Develops report requirements and assists in the design and creation of necessary system reports. Ensures that support vendors are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and to ensure that standards and processes are followed to provide effective customer service and meet technical standard requirements.


  • Manages and coordinates urgent and complicated support issues. Front line support for end users to include troubleshooting, diagnosis and repair of multiple technologies and equipment.
  • Develop methodologies, processes, and documentation of issues encountered.
  • Train, coach, and mentor desktop support staff. Oversee staff activities. Build and obtain training material for support staff. Interact with internal and external customers.
  • Provide data and reporting of KPI's and trends, weekly, monthly and as needed. Monitor and manage inventory data.
  • Maintain an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Maintain end point protection using security tools provided.
  • Review survey feedback to improve services, tools and support experience.
  • Performs other duties of a similar nature or level.
  • Minimum Qualifications:
  • Bachelor's Degree in a related field and five years of progressively responsible leadership in a large scale Information Technology environment; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
  • Valid Driver's License from state of residency.
  • Preferred Skills:
  • Altiris Patch Management
  • Experience building and managing WSUS servers
  • Experience building, configuring, and managing SEPM servers
  • Experience with Symantec tools
  • Knowledge of encryption technology
  • Project management principles
  • Strong verbal and written communication skills
  • Troubleshooting methodologies
  • Experience in Mobile Connectivity/Cellular Wireless systems and hardware
  • Experience in basic Network troubleshooting, diagnostic and repair of desktop PC's, laptops, tablets, and printers
  • Experience in desktop technology and deployment methods
  • Experience with Windows 7, Windows 10, Microsoft Office 2010/2013/2016/2019
  • Experience with the Remedy Force ticket management systems
  • TeamViewer or Remote Desktop experience
  • Certified with: CompTIA A=, Network+, or Security+
  • Basic knowledge of inventory and asset management
  • Knowledge (position requirements at entry):
    Knowledge of: Operating systems;
    System development processes and tools;
    System Development Life Cycle
    Applicable laws, rules, and regulations;
    Database administration principles;
    Applicable programming languages;
    Applicable hardware, software, and peripheral devices;
    Basic network design;
    Project management principles;
    Analytical methods;
    Information technology principles and trends;
    Customer service principles.
    Skills (position requirements at entry):
    Skill in:
    Applying laws, rules, and regulations;
    Administering networks;
    Operating computers and related software applications;
    Developing, installing, and configuring technological platforms, networks, and systems;
    Defining problems, collecting data, establishing facts, drawing conclusions, and making appropriate
    Programming applications;
    Managing projects;
    Documenting procedures;
    Communicating technical information to a non-technical audience;
    Designing, utilizing, and managing databases;
    Troubleshooting and resolving hardware, software, network, and peripheral problems;
    Providing customer service;
    Preparing reports;
    Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

    Physical Requirements:
    Positions in this class typically require: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, manual dexterity, grasping, feeling, talking, hearing, seeing and repetitive motions. Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Incumbents may be subjected to moving mechanical parts, electrical currents, workspace restrictions, and travel.
    This position may require: 24 hour on call assignment, overtime, or working weekends, nights, holidays, 10-hour, 12-hour, and rotating shifts.


    Due to the nature of this position and access to Public Safety systems and facilities, an extensive background check is required for employment. The background check includes fingerprinting, motor vehicle and criminal histories.

    For information related to position-specific Essential Duties, Knowledge and Skills, and Physical Requirements, click here.

    NOTE: The class specifications listed on this site are not the official class specifications for Gwinnett County and are subject to change. Benefits Offered
  • Health, dental, vision, prescription drug insurance plans
  • Flexible Spending Accounts for Medical and Dependent Care
  • HSA/HRA available
  • Basic, Optional and Dependent Life Insurance
  • Short-Term and Long-Term Disability
  • On-site Medical Wellness Center
  • Holidays: 12 holidays per year
  • Annual leave (vacation): 13 day accrual per year
  • Sick leave: 13 day accrual per year
  • Immunizations (Flu Shots, Tetanus, etc.)
  • Wellness Incentive Programs
  • Annual Wellness Fair
  • 529 College Savings Plan payroll deduction
  • Financial Education Programs
  • Funeral Leave
  • Longevity Pay after 3 years (full-time status)
  • Tuition Reimbursement after 2 years (full-time status)
  • Employee assistance program
  • Uniforms and equipment furnished
  • Employee discount programs
  • Retirement Benefits include: Defined Contribution Retirement Plan
    * Employees can choose a contribution rate of 2.5%,5.0%, or 7.5%
    * Gwinnett County will contribute 7.0% of your pensionable earnings per pay period. An employee is fully vested in5 years. An employee can retire if he/she has reached the age of 55 and the sum of his/her age and years of service equals 65. Deferred Compensation Plan
    * If you contribute at least 2.5% of your base pay to the 457(b) plan, Gwinnett County will contribute an additional 1% to your Defined Contribution Retirement Plan (this is in addition to the 7% described above

  • Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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