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 establishing an eligible list for IT Helpdesk Specialist that will be used to fill vacancies for one year in all City of Tacoma and Tacoma Public Utilities departments. The IT Helpdesk Specialist works directly with our employees to provide assistance, support, and documentation on our technologies. Using an IT Service Management tool, this position directs support to maintain, troubleshoot, and repair computer hardware & software, wireless devices, network hardware, and computer peripherals. This position exists throughout the City of Tacoma and Tacoma Public Utilities; work assignments and telework options vary by department.

Responsibilities Include

• 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

An equivalent combination to:

• 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.

The ideal candidate will be able to provide excellent customer service, as well as the following knowledge and skills:

• Operation, troubleshooting/diagnosis, cleaning, and minor repair of computers, peripheral equipment
• Operations, procedures and corrective actions to take during troubleshooting
• Use of IT Service Management tools
• Work independently with little direction
• Successfully work together within Service Desk as well as cross-functional team dynamic
• Communicate effectively, both orally and in writing using tact, patience and courtesy.
• Read and interpret technical and operating instructions
• Analyze situations accurately and adopt an effective course of action
• Meet schedules and timelines
• Maintain records and prepare reports
• Lift boxes of paper and computer equipment

Compensation & Benefits

Pay Details:

Hourly Rate: $32.67 - $39.70

Employee Benefits | City of Tacoma

Tacoma Power

Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 180,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, you'll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore, the perks of a big city, and the charm of a small town. We welcome you to take a look at our website and discover how the City of Tacoma can make your next career move part of our combined destiny: http://www.cityoftacoma.org/ https://www.mytpu.org/ http://www.traveltacoma.com/

City of Tacoma’s Commitment to Diversity, Equity, and Inclusion

A Commitment to Equity & Diversity

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

The Community

Tacoma is centrally located just 32 miles south of the city of Seattle and 31 miles north of the state capital, Olympia. The City of Tacoma is also home to the Port of Tacoma, which is among the largest container ports in the United States. Like most cities in the northwest, Tacoma is surrounded by beautiful nature, offering residents many opportunities for outdoor adventures.

Largely suburban in nature with a small, but dense, urban core, Tacoma is home to numerous institutes of higher learning that attract students from across the country. The University of Washington Tacoma, Pacific Lutheran University, University of Puget Sound, a satellite campus of the Evergreen State College, three community/technical colleges, and several trade and business schools are within Tacoma's geographic area. Downtown's Cultural District is the site of the Washington State History Museum, Museum of Glass, the Tacoma Art Museum, and America's Car Museum.

With its affordable housing and distinctive neighborhoods and business districts, the city has been recognized numerous times as a best city to live in the nation. To see a few of the great things Tacoma has to offer, view this YouTube Video!

View this exciting video to learn more about the City of Tacoma:

https://www.youtube.com/watch?v=2n5MWl8KFvI

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.