IT Help Desk Technician

City of Boise•Boise, ID

4d•Onsite

About The Position

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. To ensure internal equity and alignment with the approved budget for this position, offers are made within the posted hiring range. Although the hiring range is fixed, employees receive an exceptional benefits and total rewards package that enhances the overall value of employment with the City of Boise.

Requirements

High school diploma or equivalent
One year of experience providing basic personal computer hardware/software support
One year of experience installing and configuring personal computers and/or peripherals
One year of experience 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
Knowledge of normal preventative maintenance practices for personal computers or network servers or both
Knowledge of network server software
Knowledge of installation, maintenance and operation of computer hardware and software, peripherals, operating systems and applications software
Knowledge of methods for training end-users on applications and processes
Knowledge of computer usage including related software
Ability to work independently or as part of a team
Ability to install, operate and troubleshoot standard personal computers
Ability to follow complex instructions, both verbal and written
Ability to train end users and communicate technical information to non-technical staff
Ability to maintain current knowledge of new technology
Ability to communicate effectively in the English language at a level necessary for efficient job performance
Ability to perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation
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
Must be able to pass Boise Police Department Criminal Justice Information System Background Check (BPD CJIS)

Responsibilities

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.