IT Helpdesk Analyst

City of Westerville • Westerville OH 43081, OH

21h • Onsite

About The Position

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. The role involves using established fact-finding procedures, knowledge of work processes, and familiarity with programs, systems software, and computer equipment to analyze HelpDesk and business-related problems. The analyst will interpret and resolve user questions related to personal computers and peripherals, adapt resolution approaches, and train end users on established programs. Additionally, the position requires providing on-call support and problem resolution for computer applications, monitoring supplies and materials for systems, and meeting all job safety requirements and applicable safety standards. The role also includes performing other duties as assigned.

Requirements

• Completion of secondary education or equivalent (high school diploma/GED).
• Possession of a valid State of Ohio driver’s license.
• Must remain insurable under the City’s vehicle insurance policy.
• Any combination of education, training, and/or experience equivalent to the minimum qualifications stated above.
• Knowledge of computer science.
• Knowledge of computer programming.
• Knowledge of data processing techniques and procedures.
• Knowledge of city goals and objectives.
• Knowledge of database management.
• Knowledge of city policies and procedures.
• Skill in use of modern office equipment and software.
• Skill in computer operation.
• Skill in critical thinking.
• Skill in judgment and decision making.
• Ability to deal with many variables and determine specific action.
• Ability to prepare routine correspondence.
• Ability to prepare accurate documentation.
• Ability to communicate effectively.
• Ability to understand technical manuals and/or verbal instructions.
• Ability to demonstrate professionalism.
• Ability to develop and maintain effective working relationships.
• Ability to apply management principles to solve agency problems.

Nice To Haves

• Associate’s degree in computer science, information systems or a related field preferred.
• CompTIA A+ or equivalent preferred.
• Related experience preferred.

Responsibilities

• Provide technical support to users of Westerville IT systems.
• Answer questions, troubleshoot problems, and resolve issues.
• Interpret and resolve user questions related to the use of personal computers and peripherals.
• Adapt resolution approaches successfully used in precedent systems.
• Train end users on established programs.
• Provide on-call support and problem resolution for computer applications.
• Monitor supplies and materials for systems on a regular basis.
• Meet all job safety requirements and all applicable safety standards.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED