IT Help Desk Support Specialist

On-site, temporary help desk support is needed right away in the City of Nampa’s Information Technology department. This role helps keep City operations moving by serving as the first point of contact for phone calls and self-service ticket submissions, so Field Service Technicians can focus on resolving tickets on a first-in, first-out basis.

As the help desk intake specialist, you will greet callers, review submitted tickets, confirm details are complete, set priority, route work to the right queue, and escalate issues when a technician or supervisor needs to step in. The assignment is performed primarily at the help desk station at City Hall in Nampa, Idaho.

What you’ll do

• Answer incoming help desk calls promptly and professionally.
• Collect and document the required information in the ticketing system.
• Maintain a calm, courteous, and helpful tone on every call.
• Convert voicemail messages into tickets.
• Review self-service submitted tickets for completeness and accuracy.
• Contact submitters to gather missing or unclear details.
• Prioritize tickets and route them to the correct queues for completion.
• Update existing tickets with new information and current status.
• Escalate issues requiring technician or supervisor attention.
• Remain available on the help desk phone line during assigned coverage.
• Follow department ticket-handling and customer service standards.
• Perform other related duties as assigned.

Schedule and work location

• On-site at City Hall, 411 3rd St. S, Nampa
• Monday–Friday, 8:00 a.m. to 5:00 p.m.

Requirements

• High school diploma or equivalent.
• Demonstrated customer service experience in a phone, front-desk, call-center, reception, or similar role. Prior IT experience is not required.
• Ability to type accurately, enter data into web-based systems, and follow a written checklist or template.
• Clear spoken and written English, including the ability to take notes another person can act on.
• Willingness to learn the City’s ticketing system, ticket standards, work queues, and escalation path.
• Ability to work on-site at Nampa City Hall during the published schedule.
• Must be legally authorized to work in the United States. This assignment is not eligible for visa sponsorship.

Helpful experience and tools

• Experience creating, updating, or routing tickets in a help desk or work-order system.
• Comfort with common workplace technology for clarifying questions, including PCs, email, Teams, printers, phones, and network connectivity.
• Public-sector, municipal, or multi-department customer service experience.
• CompTIA A+ or similar entry-level certification.

Work environment

• Primarily a help desk station in a general office environment at City Hall.
• Requires sitting or standing at a workstation, frequent telephone use, keyboarding, and viewing a computer screen for most of the shift.
• Occasional lifting of files or office materials up to 20 pounds may occur.
• Reasonable accommodations may be made for qualified individuals with disabilities.

Pay and hiring details

• Salary: USD 20.00–20.00 per hour
• Temporary assignment: duration based on operational coverage needs
• Benefits eligible: No (temporary assignment)
• Must pass a pre-employment drug screening and background check; the City of Nampa is a drug- and alcohol-free workplace.