IT Help Desk Technician

Summary Statement

Join the City of Boise as an IT Help Desk Technician, where you'll be the first point of contact for employees seeking technical support. In this role, you'll provide timely, high-quality assistance by troubleshooting hardware, software, and technology issues through phone, email, and in-person support. Working collaboratively with a dedicated IT team, you'll help keep City operations running smoothly while delivering exceptional customer service and contributing to projects that improve the technology experience for employees across the organization.

Required Knowledge, Experience, And Training

• High school diploma or equivalent
• One year of experience providing basic personal computer hardware/software support
• Installing and configuring personal computers and/or peripherals
• Installing software and performing routine file backup operations in a medium to large-scale computer or client/server system
• Knowledge of: principles and practices of a personal computer or network server operation or both; normal preventative maintenance practices for personal computers or network servers or both; network server software; installation, maintenance and operation of computer hardware and software, peripherals, operating systems and applications software; methods for training end-users on applications and processes; and computer usage including related software.

Special Requirements

• Applicants Must Be Able To Pass City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
• Boise Police Department Criminal Justice Information System Background Check (BPD CJIS)

Why the City of Boise?

• Zero-cost premium medical coverage for you and your family (an estimated $10,000 - 20,000 value)
• PERSI retirement (11.96% Employer Contribution) plus employer-matched 401(k)/457b
• 10 hours vacation/month (grows with tenure), 12 paid holidays, and 8 hours sick leave/month
• 10 weeks paid parental leave
• $500 annual wellbeing incentive
• Tuition reimbursement and free local bus pass
• Basic life and long-term disability insurance at no cost

Essential Functions

• Provides technical support for city-wide computer hardware and software systems via telephone, email, web and in person
• Identifies and interprets malfunctions and initiates corrective action to restore operation
• Assigns issues to the relevant department for corrective action and resolution
• Reviews processes and procedures followed by the end-user to determine steps taken prior to malfunction and clarify correct procedures
• Provides end-user training as required
• Creates, modifies, maintains and terminates user accounts for enterprise and/or department software applications
• Deploys updates and applications as directed
• Troubleshoots network servers and connectivity issues
• Performs or assists with information requests by internal or external users
• Develops and writes procedures for installation and use of hardware and software
• Maintains service logs
• Updates documentation to record new equipment installation, new sites and changes to computer configuration
• Documents technical processes and troubleshooting guidelines in the knowledge management database
• Processes vendor invoices and maintains fiscal year records
• Performs other duties as assigned

Working Conditions

• Physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job
• Sensory ability to talk and hear
• Close vision
• Sit, stand, walk, stoop, kneel, crouch, crawl, reach and grasp
• Hand/finger dexterity

Working Environment

• The work environment will include inside conditions
• This position works: all shifts as needed; on short notice; a rotation, including early mornings, late evenings, weekends and holidays