Tech Service Desk Specialist: First-Line IT Support

City of Columbus; West Virginia; On-site; USD 42,000 - 56,000; Full time

Job summary

City of Columbus seeks an IT Service Desk technician to provide first‑level desktop hardware and software support in a technology service desk environment. Under general supervision, you will diagnose problems, log requests, and assist end users with Microsoft Office and other applications.

Work involves using enterprise management tools, remote connections, and clear communication to prioritize and resolve issues, with opportunities to contribute to trend analysis and training.

Qualifications

• One year of experience providing technical hardware/software support for desktop systems and applications.
• Relevant IT coursework or vocational training may substitute for experience.
• Experience with Microsoft Office and basic user administration is preferred.

Responsibilities

• Answers, evaluates, and prioritizes requests for assistance from computer users.
• Logs calls into the technology service desk manager database and creates tickets.
• Interviews and analyzes user responses to locate problems via diagnostic procedures.
• Closes tickets after service or problem resolution.
• Provides remote support and uses enterprise tools to assist users.
• Supports Microsoft Office products and basic user administration.
• Generates reports on problem types, frequency, and resolution.
• May assist with related technology projects as needed.
• May analyze caller trends to identify training needs.

Skills

Technical support

Phone support

Email support

Remote support

Problem diagnosis

Education

IT coursework

Tools

Service desk software

Remote access tools

Job description

City of Columbus seeks an IT Service Desk technician to provide first‑level desktop hardware and software support in a technology service desk environment. Under general supervision, you will diagnose problems, log requests, and assist end users with Microsoft Office and other applications.

Work involves using enterprise management tools, remote connections, and clear communication to prioritize and resolve issues, with opportunities to contribute to trend analysis and training.