IT Service Desk Technician I/II

City of Kennewick•Kennewick City Hall, WA

About The Position

The City of Kennewick is hiring one IT Service Desk Technician at either Level I or Level II. Under the supervision of the IT Customer Service Supervisor, the technician receives, prioritizes, documents, and resolves help requests so end users can perform City business tasks. The role uses diagnostic and help-request tracking tools and provides in-person, hands-on desktop support. Level II work involves more complex assignments, greater independence, and additional experience than Level I. The initial schedule is full-time, Monday through Friday. Early mornings, evenings, and weekend work may occasionally be required, along with occasional overtime. The position may share scheduled responsibility for after-hours support. It is non-exempt under the FLSA. The City’s core values are integrity, inclusiveness, stewardship, and communication, with an emphasis on excellent public service, community safety and wellbeing, accountability, innovation, and collaboration. Employees are expected to follow applicable safety practices and policies, identify and correct potential hazards, promote workplace safety, and emphasize safe completion of work.

Requirements

Level I: Associate’s degree in Computer Science, Information Systems, or a related field, or three years of direct experience in IT infrastructure, desktop computer hardware and software, and operating systems, or an equivalent combination of relevant education and experience.
Level II: Associate’s degree in Computer Science, Information Systems, or a related field, or five years of progressive City experience in IT support, desktop computer hardware and software, and operating systems, or an equivalent combination of relevant education and experience.
Possess and maintain a valid State of Washington driver’s license.
Pass a criminal background investigation.
Maintain CJIS training/certification; Level II must pass and maintain CJIS training/certification.
Obtain or possess A+ certification (Core 1 and Core 2 exams) and Microsoft Fundamentals or Associate Level Certification in Microsoft 365 or Endpoint Administration within 24 months of hire for Level I or 12 months of hire for Level II.
Maintain the mental and physical fitness required to perform the essential functions of the classification.
Know desktop computer hardware and software, operating systems, basic computer hardware, diagnostic utilities, applicable laws and regulations, records-keeping principles, correct English usage, public speaking techniques, interpersonal skills, and technical aspects of the specialty.
Troubleshoot and resolve customer issues with desktop software, hardware, and peripheral devices.
Use desktop and server operating systems; document, track, and report data.
Communicate effectively orally and in writing, and produce clear, concise communications for intended audiences.
Organize and prioritize projects and multiple tasks, work independently, set priorities, and meet deadlines.
Operate modern office and computer equipment, including specialized software applications.
Use tact, initiative, prudence, and independent judgment within applicable policy, procedural, and legal guidelines.
Establish and maintain positive working relationships with people contacted through work.
Demonstrate strong organizational skills, remain calm under pressure, multitask, adapt to changing priorities, and manage time to meet deliverables.
Communicate effectively with technical and non-technical staff at all levels and across disciplines.
Maintain confidentiality of sensitive materials and information.
Apply logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions.
Work cooperatively in a team-oriented, collaborative environment; learn new technologies.
Demonstrate intermediate proficiency with MS Windows, Outlook, Word, and Excel, and basic proficiency with MS PowerPoint and Visio.
Demonstrate basic proficiency in network switching and routing.
Maintain regular attendance and punctuality.
Be able to work flexible hours, including weekends, after hours, or holidays as needed.

Nice To Haves

Knowledge of ITIL Foundation principles.

Responsibilities

Receive help requests from end users by telephone, email, and in person, and respond courteously.
Document user identification and issue details in service desk tracking software.
Build rapport with customers and elicit details about their problems.
Prioritize and schedule problems, escalating them to an experienced analyst or vendor when needed.
Record and track troubleshooting steps, decisions, and actions through final resolution.
Use diagnostic utilities, software updates, drivers, knowledge bases, and FAQs to troubleshoot and resolve problems.
Learn the software and hardware used and supported by the City.
Perform desktop-level fixes, including software installation and upgrades, hardware installation, file backups, and system and application configuration.
Track and maintain desktop and mobile IT hardware inventory.
Test fixes and conduct post-resolution follow-ups.
Use and maintain Systems Center Configuration Manager (SCCM), build and deploy application packages and operating-system images and updates, and assist with third-party patching.
Create and maintain documentation and records for City Audio Visual (AV) systems, including designs, configuration files, IP addresses, and user guides; provide advanced AV troubleshooting.
Prepare status reports, user guides, help sheets, FAQs, and other documentation for users and internal reference.
Improve operations, reduce turnaround times, streamline work processes, and collaborate to provide quality customer service.
Operate modern office equipment and personal computers in a Windows-based computing environment.
Level II: Assist with technical planning and execution of system upgrades and migrations.
Level II: Serve as liaison and escalation point to other IT teams for emerging issues and incidents.
Level II: Mentor Level I staff and coordinate cross-training initiatives.
Level II: Participate in multi-system troubleshooting and complex integration projects.
Level II: Participate in disaster recovery planning, testing, and execution.
Perform other related duties as assigned.