Description

Service Desk Analyst III

North Central Texas Council of Governments (NCTCOG) is a voluntary association of local governments serving the North Central Texas region. The Information & Innovation Services (IIS) Department delivers secure, reliable, and customer-focused technology services that support agency operations and regional collaboration.

Position Overview

The Service Desk Analyst III provides advanced technical support and assistance to NCTCOG staff and contractors. As part of the IIS Service Desk, you are the single point of contact for IT services. This role receives, prioritizes, documents, and resolves end-user requests using phone, chat, remote support, service desk tools, and in-person assistance.

This position focuses on timely troubleshooting and quick resolution, including identifying workarounds, performing root cause analysis, and escalating issues to specialists, vendors, or contractors when needed. This role also contributes to service delivery improvements through documentation, asset management, reporting, and collaboration across IIS.

Successful candidates communicate clearly and effectively, maintain confidentiality, and interact professionally with staff at all levels. This position may require work after normal business hours, including participation in an on-call rotation.

Key Responsibilities

• Technology Support
• Provide hardware and software support to NCTCOG staff and contractors via phone, chat, service desk system, remote control, and in-person assistance.
• Analyze and troubleshoot customer technology problems; identify resolutions, workarounds, and perform root cause analysis to prevent recurrence.
• Accurately document incidents and requests in the service desk ticketing system, including required metadata, communications, and approvals.
• Escalate issues and requests to the appropriate IIS staff, specialists, vendors, or contractors when a timely resolution is not possible.
• Participate in on-call rotation and adhere to on-call expectations; monitor tools to identify potential system issues or outages.
• Assess customer technology needs and recommend available tools and resources that enable efficient and secure work.

Documentation

• Create, review, and update customer and technical documentation using established guidelines and tools.
• Develop clear, easy-to-follow, and grammatically correct self-service articles for commonly requested topics and issues.
• Produce technical runbooks and procedures for common and complex tasks to ensure consistent service delivery.
• Review, update, and retire documentation regularly to maintain accuracy and relevance.
• Identify gaps where documentation is needed and coordinate with appropriate staff to create or improve content.

Asset Procurement & Management

• Purchase, inventory, and deploy end-user technology assets in accordance with asset management guidelines.
• Evaluate customer needs and recommend appropriate hardware and software solutions.
• Work with vendors to obtain quotes; coordinate purchasing and intake of new hardware/software with accounting and administrative staff.
• Maintain accurate asset records in the asset management system throughout the asset lifecycle; conduct audits and spot checks.
• Coordinate and schedule asset disposal in accordance with agency guidelines and legal requirements.

IT Service Management (ITSM) & Service Desk Tools

• Apply adopted service desk standards and practices while performing incident, request, and knowledge management activities.
• Understand and apply basic ITSM principles and the ITIL framework; follow guidelines for using the service desk tool.
• Support the overall operation of the service desk tool, including making configuration changes within assigned scope.
• Use reporting features to run and interpret reports requested by management.

Continuous Improvement, Collaboration & Reporting

• Identify ways to improve service desk operations and customer experience; recommend enhancements to tools, workflows, and standards.
• Collaborate with team members and technical resources to troubleshoot issues, participate in team meetings, and contribute to project teams.
• Create project plans, manage small-to-medium initiatives, and coordinate resources to deliver outcomes within scope, budget, and timeline.
• Generate and interpret service desk metrics and reports; communicate findings to team members and leadership to support service improvements.

Preferred Knowledge, Skills, and Abilities

• Strong customer service skills with the ability to communicate clearly, professionally, and effectively with technical and non-technical users.
• Advanced troubleshooting and problem-solving skills, including root cause analysis and the ability to develop practical workarounds.
• Experience supporting Microsoft Windows, Microsoft 365, and common enterprise end-user applications and devices.
• Working knowledge of Active Directory and account/access fundamentals (e.g., password resets, group membership, device onboarding).
• Familiarity with IT Service Management (ITSM) concepts and ITIL practices; experience using a service desk ticketing system.
• Ability to create and maintain clear, accurate documentation and knowledge base articles.
• Experience with end-user asset procurement, inventory, and lifecycle management processes.
  Comfort interpreting service desk metrics and producing reports that support continuous improvement.
• Ability to work independently with sound judgment while collaborating effectively as part of a team; willingness to participate in on-call rotation.

Requirements

Minimum Qualifications

• Education: Bachelor’s degree, diploma, or equivalent from a college, technical, business, vocational, or correspondence school in a relevant vocational, administrative, or technical field; or an equivalent combination of education, training, and directly related experience.
• Experience: At least five (5) years of relevant technology experience.
• Certification/Other Requirements: Valid state-issued driver’s license. ITIL Foundation and Microsoft Certified Associate certification (or ability to obtain required certifications within one (1) year of employment).