Customer-Focused IT Helpdesk Specialist

City of Tacoma; Tacoma (WA); Hybrid; USD 44,000 - 55,000; Full time

Job summary

The City of Tacoma is seeking an IT Helpdesk Specialist to support City employees and Tacoma Public Utilities. The role focuses on delivering technical help, documenting IT services, and guiding incidents to resolution across departments.

The position uses an IT Service Management tool to direct support for hardware, software, wireless devices, network gear, and peripherals, with telework options that vary by department.

Qualifications

• Graduation from high school or GED.
• Two years experience in the operation of a computer and peripheral equipment, including one year experience of technical customer service.

Responsibilities

• Review and process IT service and disruption tickets submitted through a self-service portal, email, in-person, or via phone.
• Log all relevant incident/service request details.
• Allocate categorization and prioritization codes into the current IT Service Management tool.
• Handle password resets, creation of network accounts, Active Directory maintenance, application/software support, City employee and non-employee onboarding, offboarding, remote access requests and inventory control.
• Escalate more complex issues that cannot be resolved by the Service Desk staff to different internal IT service providers.
• Assist in communicating IT service disruptions and change management activities.
• Work collaboratively with IT Department staff.

Skills

Customer service

Technical support

Password resets

Onboarding/offboarding

Communication

Ticketing systems

Education

High school diploma or GED

Two years IT experience

Tools

IT Service Management tool

Active Directory

Remote access

Inventory management

Job description

The City of Tacoma is seeking an IT Helpdesk Specialist to support City employees and Tacoma Public Utilities. The role focuses on delivering technical help, documenting IT services, and guiding incidents to resolution across departments.

The position uses an IT Service Management tool to direct support for hardware, software, wireless devices, network gear, and peripherals, with telework options that vary by department.