IT Helpdesk Analyst

Under general supervision, the IT Helpdesk Analyst provides technical support and troubleshooting assistance to end-users experiencing computer, network, and other system issues. This includes resolving hardware, software, and fundamental connectivity problems. The Analyst will align their work with ITIL (Information Technology Infrastructure Library) best practices to ensure efficient and effective service delivery.

This position is open until filled. Applications are being reviewed as they are received.  

The employee will work under the general direction and supervision of the Deputy Director. Further guidance will be provided through personnel policies, systems procedures manuals, department work practices, and the CIO. Work will be reviewed before production through periodic meetings. Performance appraisals and reviews for compliance with policies and procedures will be conducted annually.(May not include all duties performed.)

• Provides technical assistance and support related to computer systems, hardware, and software.
• Answers queries and resolves issues through phone, email, chat, or in-person interactions.
• Diagnoses and troubleshoots problems with computer systems, networks, and peripherals.
• Guides users through problem-solving processes, provides instructions for resolving issues, and escalates complex issues to higher-level support teams when necessary.
• Documents and tracks all incidents and requests in the helpdesk ticketing system.
• Stay updated on the latest technologies and trends in the IT industry to evolve and adapt to new technology as required.

Key Responsibilities:

• Incident Management: Provide frontline Help Desk support to City System users, documenting all reported incidents and resolutions according to ITIL guidelines.
• User Support: Provide guidance and assistance on software applications, hardware functionality, and basic network connectivity.
• Hardware and Software Support: Assist with installing and configuring desktop computers, printers, and other hardware; troubleshoot hardware, software, and peripheral device issues. And implement solutions.
• Teamwork and Collaboration: Foster a collaborative environment by sharing and documenting re-work and lessons learned. Teamwork will improve the customer experience, increase team efficiency, and streamline processes.
• Service Improvement: Effectively prioritize and manage time to identify and promote best practices within the IT support function, contributing to continual service improvement initiatives.

Associate Degree or equivalent in Computer Science, Information Systems, or a related field. Considerable experience in applications portfolio administration or any equivalent combination of education, training, and professional experience:

• Excellent customer service, telephone, and communication skills (both oral and written).
• Ability to read, write, and interpret technical documentation and procedure manuals.
• Ability to present ideas and solutions in user-friendly language.
• Keen attention to detail.
• Ability to work both collaboratively and independently.
• Basic working knowledge of how complex systems and system components are developed, maintained, and designed.
• Ability to multitask while remaining customer-oriented.
• Willingness to travel for training and conferences.
• Knowledge of local government operations.
• Willingness to assist with any City operations as needed.

Preferred Qualifications or Experience:

• Technical Skills: CompTIA A level or equivalent experience. Strong understanding of computer hardware, software, and networking fundamentals.
• Customer Service: Excellent interpersonal and communication skills, focusing on exceptional customer service.
• Problem Solving: Ability to analyze and resolve users' technical problems promptly and efficiently.
• ITIL Awareness: Familiarity with ITIL principles and practices, including incident, problem, and change management.

Statement on Diversity, Equity, and Inclusion: At the City of Westerville, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for serving and empowering all people both in our organization and community. The City ensures that service is accessible, responsive and inclusive for a thriving, sustainable and connected Westerville. 

Salary : $54,392 - $76,315