Helpdesk Application Analyst
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About Indiana Department of Correction (DOC):
We promote public safety by providing meaningful, effective opportunities for successful re-entry. As the model of best correctional practices, we strive to return productive citizens to our communities and inspire a culture of accountability, integrity, and professionalism.
Role Overview:
A Helpdesk Application Analyst acts as an escalation point, tech mentor, and is responsible for ensuring high-quality support, resolving complex technical issues, and managing ticket queues. They bridge the gap between non-technical staff and technicians by training, optimizing workflows, maintaining documentation, and ensuring SLA compliance.
Salary Statement:
The salary for this position traditionally starts at $55,224.00 but may be commensurate with education or work experience.
A Day in the Life:
The essential functions of this role are as follows:
- Technical Support: Providing 1st level, and sometimes 2nd level, support via phone, email, or chat.
- Troubleshooting: Diagnosing and fixing issues with computers, printers, software applications, phones, tablets, hotspots, VPN, and peripheral devices.
- Ticket Management: Logging, tracking, and prioritizing support tickets to ensure timely resolution.
- Account Administration: Managing user accounts and permissions, including password resets and Active Directory management.
- Documentation: Creating and updating knowledge base articles, FAQs, and user training guides.
- System Maintenance: Performing basic ticketing system management, departmental-specific permissions, and peripheral support.
- Escalation: Escalating complex issues that cannot be resolved to higher-tier technical teams.
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
You must meet the following requirement to be considered for employment:
- Technical Proficiency: Basic understanding of IT systems, operating systems (Windows/MacOS), and network protocols.
- Communication Skills: Strong verbal and written communication skills to explain technical issues to non-technical users.
- Problem-Solving: Strong analytical skills to diagnose root causes.
- Customer Service: A customer-focused attitude and patience.
- Able to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
- Three (3) medical plan options (including RX coverage) as well as vision and dental plans
- Wellness Rewards Program: Complete wellness activities to earn gift card rewards
- Health savings account, which includes bi-weekly state contribution
- Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
- Two (2) fully-funded pension plan options
- A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
- 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
- Up to 15 hours of paid community service leave
- Combined 180 hours of paid vacation, personal, and sick leave time off
- 12 paid holidays, 14 on election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program that allows for covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free Parking for most positions
- Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
Nearest Major Market: Indianapolis
