Technology Service Desk Rep. - EXAM

City of Columbus; Columbus (OH); On-site; USD 42,000 - 52,000; Full time

Job summary

The City of Columbus is seeking an entry-level IT service desk technician to provide first-line desktop hardware and software support to end users. You will handle calls, chats, and emails, log tickets, prioritize issues, and use remote tools to diagnose problems.

Responsibilities include supporting Microsoft Office, password resets, and basic user account assistance. The role involves data entry, reporting, and potential project support; exam-based hiring process applies.

Qualifications

• One year of experience providing technical hardware/software support for desktop systems and applications. Significant coursework (nine semester hours or eighteen quarter hours) in information technology or related field may substitute for the required experience.
• A certificate of completion from a vocational program in a computer related technology program may substitute for the required experience.

Responsibilities

• Answers, evaluates, and prioritizes telephone, voice-mail, self-service portal, and e-mail requests for assistance from computer users experiencing problems with hardware, software, networking, and/or other computer-related technology.
• Logs all calls into technology service desk manager database using clear descriptions and established procedures; creates trouble ticket number, sets priority ranking, and completes all pertinent information related to service requests.
• Interviews and evaluates user response to determine the source of the problem such as computer, printer, cabling, and/or user error through established policies, diagnostic procedures, and protocol.
• Closes trouble tickets upon completion of services or resolution of problems.
• Handles problem recognition, isolation, resolution, and follow-up using direct communication and enterprise management tools such as those that allow remote connection to individual computers on the network.
• Provides user support for Microsoft Office products and other applications; provides support functions to users, such as password resets, basic user account administration, and basic user applications assistance.
• Refers situations requiring a greater level of evaluation, isolation, and/or time to an appropriate resolution path;
• Generates statistical reports indicating nature, frequency, and resolution of computer problems.
• May provide assistance with related technology projects on an as needed basis.
• May analyze caller trends to determine if additional end-user training is necessary.

Skills

Help desk

Troubleshooting

Customer service

Remote support

Education

Vocational certificate in computer technology

IT coursework (nine semester hours)

Tools

Service desk software

Remote connection tools

Job description

Under general supervision, is responsible for providing first-level technical support and resolution of desktop hardware and software problems for end users, through enterprise management tools, based in a technology service desk environment; performs related duties as required.

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

• Answers, evaluates, and prioritizes telephone, voice-mail, self-service portal,and e-mail requests for assistance from computer users experiencing problems with hardware, software, networking, and/or other computer-related technology;
• Logs all calls into technology service desk manager database using clear descriptions and established procedures; creates trouble ticket number, sets priority ranking, and completes all pertinent information related to service requests;
• Interviews and evaluates user response to determine the source of the problem such as computer,printer, cabling, and/or user error through established policies, diagnostic procedures, and protocol;
• Closes trouble tickets upon completion of services or resolution of problems;
• Handles problem recognition, isolation, resolution, and follow-up using direct communication and enterprise management tools such as those that allow remote connection to individual computers on the network;
• Provides user support for Microsoft Office products and other applications; provides support functions to users, such as password resets, basic user account administration, and basic user applications assistance;
• Refers situations requiring a greater level of evaluation, isolation, and/or time to an appropriate resolution path;
• Generates statistical reports indicating nature, frequency, and resolution of computer problems;
• May provide assistance with related technologyprojects on an as needed basis;
• May analyze caller trends to determine if additional end-user training is necessary.

One (1) year of experience providing technical hardware/software support for desktop systems and applications. Substitution(s): Significant coursework (nine (9) semester hours or eighteen (18) quarter hours) in information technology, information technology systems, computer science, or closely related field may be substituted for the required experience. A certificate of completion from a vocational program in a computer related technology program may be substituted for the required experience.

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE, eligible list, and will replace the names on the current list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at 614-645-7439.

The examination process will consist of a computerized exam weighted 100% covering Logic and Reasoning, Technology Terminology and Knowledge, Sentence Clarity, Matching, Prioritization, Data Entry, Completing Customer Problem Tickets, and 2021 Word and Outlook.

The exam is expected to be administered in October 2026. Approved applicants will be notified by mail/email of their scheduled test date and time.

All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test.

The certification process will be: Fixed Band

The City of Columbus is an Equal Opportunity Employer