IT Helpdesk Analyst

City of Westerville; Westerville (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

City of Westerville seeks an IT HelpDesk Analyst to provide technical support for City IT systems, answer questions, and troubleshoot issues. The role reports to the Incident Manager and includes training end users on established programs and offering on-call assistance.

The ideal candidate will have strong problem-solving skills, the ability to manage multiple tasks, and a commitment to safety and reliability in a fast-paced public sector environment.

Qualifications

• Completion of secondary education or equivalent; associate’s degree preferred.
• CompTIA A+ or equivalent preferred.
• Related experience preferred.
• Valid Ohio driver’s license and insurability under City’s vehicle policy.

Responsibilities

• Provide technical support to users of City IT systems and resolve issues.
• Answer questions and troubleshoot problems, ensuring timely resolution.
• Interpret and resolve user questions related to PCs and peripherals.
• Train end users on established programs and provide on-call support.
• Monitor supplies and materials for systems; adhere to safety standards.
• Perform additional duties as assigned.

Skills

Technical support

Troubleshooting

Communication

Critical thinking

Judgment and decision making

Professionalism

Documentation

Education

Associate’s degree in computer science or related field

High school diploma or GED

Tools

Microsoft Office

Google Suite

Job description

Under the immediate direction of the Incident Manager, the IT HelpDesk Analyst provides technical support to users of Westerville IT systems. This includes answering questions, troubleshooting problems, and resolving issues.

Under the immediate direction of the Incident Manager.

For purposes of 42 U.S.C. 12101

1. Use established fact-finding procedures, knowledge of pertinent work processes and procedures, and familiarity with related programs, systems software, and computer equipment to provide required analysis of HelpDesk and business-related problems.

2. Interpret and resolve user questionsrelated to the use of personal computers and peripherals.

3. Adapt resolutionapproaches successfully used in precedent systems; completed work is reviewed for timeliness, compatibility with other work, and effectiveness in meeting requirements and service level agreements.

4. Train end users on established programs. Provide on-call support and problem resolution for computer applications.

5. Monitor supplies and materials for systems on a regular basis.

6. Meet all job safety requirements and all applicable safety standards that pertain to essential functions; must demonstrate regular and predictable attendance; maintain required licenses and/or certifications.

7. Performs other duties as assigned.

EQUIPMENT OPERATED:

The following are examples only and are not intended to be all inclusive:

Calculator, computer, computer software (e.g., Microsoft Office, Google Suite, and other applicable computer software programs), mobile phone, copier, scanner, telephone, postage machine, and other standard modern business office equipment.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT:

Has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); has contact with potentially violent or emotionally distraught persons; this is considered sedentary work and the employee must demonstrate the ability to perform the physical demands required of the position in accordancewith the U.S. Department of Labor’s physical demands strength ratings.

In cases of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L. strength ratings recommend.

POSITIONS DIRECTLY SUPERVISED:

None.

KNOWLEDGE, SKILLS, AND ABILITIES:

(*Indicates developed after employment)

KNOWLEDGE OF:

computer science; computer programming; data processing techniques and procedures; city goals and objectives*; database management; city policies and procedures*.

SKILL IN:

use of modern office equipment and software; computer operation; critical thinking; judgment and decision making.

ABILITY TO:

deal with many variables and determine specific action; prepare routine correspondence; prepare accurate documentation; communicate effectively; understand technical manuals and/or verbal instructions; demonstrate professionalism; develop and maintain effective working relationships; apply management principles to solve agency problems*.

An example of acceptable qualifications:

1. Completion of secondary education or equivalent (high school diploma/GED); possession of an Associate’s degree in computer science, information systems or a related field preferred.
2. CompTIA A+ or equivalent preferred.
3. Related experience preferred.
4. Must possess and maintain a valid State of Ohio driver’s license and must remain insurable under the City’s vehicle insurance policy.
5. Any combination of education, training, and/or experience equivalent to the minimum qualifications stated above.