The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

The Help Desk Analyst is responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. This position requires strong customer service skills, technical proficiency, and the ability to troubleshoot and resolve problems efficiently.

What your impact will look like here:

Submit fully documented customer issues into a ticket management system

Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue

Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible

Understand and assist with all internal and external escalations

Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery

Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment

Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Slack, etc.

Develop and maintain knowledge base

Other duties as assigned by the IT Manager

You will love this job if you have:

You possess problem solving and communications skills

You have an understanding of Windows and/or Mac Operating Systems

You demonstrate excellent communication skills – both written and verbal

You possess the ability to perform both onsite and remote support for end users

You are self-motivated with a desire to expand your knowledge base

You are a fast learner and highly adaptable, able to work in stressful situations under deadlines

You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust.

You are self-motivated, proactive attitude.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security Requirements:

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.