IT Helpdesk Specialist

About the role

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

• 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

Qualifications

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. Some positions may require incumbents to successfully pass a Criminal Justice Information Services (CJIS) background check

Knowledge & 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

Pay

Pay Details: Hourly Rate: $32.67 - $39.70