Help Desk Specialist

City of Missoula; Missoula (MT); On-site; USD 10,000 - 60,000; Full time

Job summary

The City of Missoula is seeking a Help Desk Specialist to provide essential technical support to city employees. This role offers opportunities for career advancement and involves troubleshooting, desktop support, and maintaining audio-visual systems. Join a collaborative IT team and make a direct impact on community services.

Qualifications

• Experience in providing technical support for hardware and software issues.
• Ability to train users on computer and network operations.

Responsibilities

• Provide technical support to city employees for various devices.
• Manage IT ticket system and ensure operational standards.
• Conduct research and troubleshooting for technical issues.

Skills

Problem Solving

Communication

Technical Support

Troubleshooting

Education

Two years professional computer experience

Microsoft, Cisco and/or CompTIA certifications

Tools

Microsoft Office Software

Audio-Visual Conferencing Systems

Job description

Support the People Who Support Your Community

Are you a tech-savvy problem solver who enjoys helping others? The City of Missoula is looking for a Help Desk Specialist to provide essential technical support to the employees who keep our city running. From resolving computer issues to deploying new devices, your work will directly empower teams across departments to serve the public more effectively.

A Role That Grows with You

This is more than just a help desk job—it's an opportunity to grow your career through a formal career ladder with clear pathways for advancement. You'll handle a wide variety of tasks, from desktop support and troubleshooting to maintaining audio-visual systems and onboarding new employees. Whether you're providing remote support or jumping in on-site, no two days will be the same.

Make an Impact with Every Ticket

You'll be part of a collaborative and supportive IT team that values initiative, clear communication, and service-oriented thinking. Your ability to solve problems efficiently—and explain solutions clearly to users of all technical levels—makes you a critical bridge between technology and the people who rely on it every day.

Priority screening of applications will begin on Tuesday, May 27, 2025. Applicants applying on or after this date will only be considered if a competitive applicant pool is not received.

To Apply:All applicants must submit theCity of Missoula applicationANDCover Letterexplaining your interest in this position and detailing how your experience and education meet the qualifications.

Resumes will not be reviewed. All details should be entered on the application.

This position is part of a formal career ladder tying pay progression to the advancement and complexity of assigned duties and responsibilities.

**The full pay range for each career ladder is below and will increase each year for longevity and cost of living adjustments.
Career Ladder I - $21.55 - $25.10/hour
Career Ladder II - $26.53 - $30.90/hour
Career Ladder III - $30.15 - $35.51/hour

• Assist end-users in the resolution of software and hardware issues with electronic devices used to perform work, including computers, phone system, and audio and video conference equipment.
• Identify, recommend, develop, and implement technical documentation and end-user training programs.
• Coordinate and perform end-user support, remotely and on-site, including troubleshooting, desktop level repairs, new device deployment, new employee technology orientation, and special projects.
• Communicate work progress and any present or potential issues with supervisor and designated others; provide suggestions for new or improved ways of addressing problems.
• Conduct research and in-depth troubleshooting, consulting with other IT staff when necessary to determine the most effective manner in resolving technical issues.
• Receive, respond to, and log all incoming support requests in the IT ticket system to ensure operational standards, and accurate and complete documentation.
• Monitor systems to ensure consistent service for City employees, such as: directory services, and application, print, and authentication systems.
• Other duties as assigned, based on training and qualifications.

• Knowledge of principles and techniques of personal computer uses and business applications.
• Knowledge of Microsoft operating systems, networking configurations, Microsoft Office Software, and their line-of-business applications, such as: Teams and Sharepoint.
• Knowledge of and ability to provide support for audio-visual conferencing systems and other various peripherals in support of hybrid working environments.
• Skill in operating a personal computer using standard or customized software applications, including troubleshooting, and repairing personal computers, devices, and software problems.
• Familiarity with Active Directory and Windows permissions structures.
• Skill in training novice, intermediate and advanced users on various aspects of computer and network operations, including the ability to gauge a person’s technical aptitude and communicate with them in an appropriate technical or non-technical language.
• Skill in communicating, in person and writing, with the proven ability to establish and maintain positive working relationships with diverse individuals.
• Ability to learn City and departmental functions, and roles of various personnel.
• Ability to understand and follow verbal and written policies, procedures, and instructions.
• Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information.

Working Conditions:

• Position requires the ability to lift and maneuver 50 lbs. or less.
• Position requires on-call rotation and occasional weekend and after-hours work.

• Any combination of training and experience equivalent to two (2) years professional computer experience.
• Must be able to pass a criminal background investigation.
• Must have a valid Montana driver’s license with a verified acceptable driving record, or the ability to obtain one within 30 days of hire.
• Microsoft, Cisco and/or CompTIA certifications, preferred.

The City of Missoula does not sponsor employment visas (e.g., F-1, H-1B, TM). Applicants must be authorized to work in the United States on a full-time basis at the time of application.