IT Helpdesk Analyst

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.

SUPERVISION

Under the immediate direction of the Incident Manager.

Essential Functions Of Work For purposes of 42 U.S.C. 12101

• 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.
• Interpret and resolve user questions related to the use of personal computers and peripherals.
• Adapt resolution approaches successfully used in precedent systems; completed work is reviewed for timeliness, compatibility with other work, and effectiveness in meeting requirements and service level agreements.
• 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 that pertain to essential functions; must demonstrate regular and predictable attendance; maintain required licenses and/or certifications.
• 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 accordance with 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.

Minimum Requirements Of Work An example of acceptable qualifications:

• 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.
• CompTIA A+ or equivalent preferred.
• Related experience preferred.
• Must possess and maintain a valid State of Ohio driver’s license and 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, 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*.

Health Benefits Employees pay 15% of the monthly medical insurance premium through United Healthcare which includes prescription coverage. Employee, Employee plus child(ren), Employee plus spouse and family coverage is available. However, a spouse who has affordable health care coverage through their employer must elect that coverage as primary. The City health care plan is a high deductible healthcare plan.

HEALTH SAVINGS ACCOUNT Annually, the City will deposit 85% of your health insurance deductible amount into an HSA account in your name.

VISION AND DENTAL The City pays 100% of the premium for dental and vision. Coverage levels will be explained in further detail at time of hire.

LIFE INSURANCE The City pays 100% of the premium on a $100,000 life insurance policy for employee and $10,000 for spouse and $5,000 for child.

RETIREMENT PENSION The City contributes 14% monthly toward retirement benefits offered through the Ohio Public Employee Retirement System. The employee pension payment share is 10% of gross salary.

VACATION New employees accrue two weeks of paid vacation every year. Vacation time increases with length of service time.

PERSONAL LEAVE Employees receive 6 prorated days of personal leave annually.

01

How did you learn about this position?

• www.westerville.org website
• Governmentjobs.com website
• Indeed.com (career board)
• LinkedIn.com (career board)
• Careerbuilder.com (career board)
• City Employee
• Friend
• Career (Job) Fair
• CareerBoard.com (career board)
• Other website not listed
• Other

02

Do you possess at a minimum an Associate's degree in computer science, information systems or a related field?

• Yes
• No

03

Do you possess a CompTIA A+ certification or equivalent?

• Yes
• No
• Required Question