Technology Service Desk Rep. - EXAM

Technology Service Desk Rep. - EXAM

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Technology Service Desk Rep. - EXAM

Salary

$26.33 - $39.51 Hourly

Location

Varies by position

Job Type

Full-time

Job Number

26-0544-C1

Department

47 Department of Technology

Division

Division of Information Services

Opening Date

08/28/2026

Closing Date

9/17/2026 11:59 PM Eastern

• Description

• Benefits

• Questions

Definition

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.

Examples of Work

(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 technology projects on an as needed basis;

• May analyze caller trends to determine if additional end-user training is necessary.

Minimum Qualifications

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.

Test/Job Contact Information

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

The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City's Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following:

• Medical

• Dental

• Vision

• Short-term Disability

• Life Insurance

• Wellness Program

• Tuition Reimbursement

Specifics about these benefit opportunities and eligibility can be discussed with one of the City's human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.

01

Do you have one year of experience providing technical hardware/software support for desktop systems and applications?

• Yes

• No

02

Did you include all of your relevant work experience and job duties that demonstrate you meet the minimum qualifications for the job? If no, return to the "Work" section of this application and add relevant work experience and job duties. Note: A resume' attachment does not substitute for including the relevant information in the "Work" section of this application.

• o Yes, I listed every job and job duty in the "Work" section of this application that demonstrates that I meet the minimum experience qualifications for the job.

• o No, I do not meet all of the minimum experience qualifications for the job.

03

Do you have nine (9) semester hours or eighteen (18) quarter hours in information technology, information technology systems, computer science, or closely related field?

• Yes

• No

04

Have you completed a vocational program in a computer related technology program?

• Yes

• No

05

Did you attach a copy of official documentation of your college or vocational education to your application? "Official documentation" is an official transcript or a diploma that includes your major.

• Yes, I have attached a copy of official documentation to my application showing proof of my college education or completion of a vocational program.

• No, I do not meet all of the minimum qualifications for the job.

Required Question

Employer

City of Columbus

Address

77 N. Front Street, Suite 330 Columbus, Ohio, 43215

Phone

(614) 645-8301

Website

https://www.columbus.gov/Government/Jobs

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