IT Helpdesk Specialist

City of Tacoma•Tacoma, WA

3d•Hybrid

About The Position

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.

Requirements

Graduation from high school or GED
Two years experience in the operation of a computer and peripheral equipment
One year experience of technical customer service
Successfully pass a Criminal Justice Information Services (CJIS) background check (for some positions)
Excellent customer service skills
Knowledge of operation, troubleshooting/diagnosis, cleaning, and minor repair of computers, peripheral equipment
Knowledge of operations, procedures and corrective actions to take during troubleshooting
Knowledge of IT Service Management tools
Ability to work independently with little direction
Ability to successfully work together within Service Desk as well as cross-functional team dynamic
Ability to communicate effectively, both orally and in writing using tact, patience and courtesy
Ability to read and interpret technical and operating instructions
Ability to analyze situations accurately and adopt an effective course of action
Ability to meet schedules and timelines
Ability to maintain records and prepare reports
Ability to lift boxes of paper and computer equipment

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