IT Helpdesk Specialist

The City of Tacoma is establishing an eligible list for an IT Helpdesk Specialist role supporting City technologies through responsive customer assistance, troubleshooting, and clear documentation. This hybrid position in Tacoma, WA centers on helping employees and stakeholders get systems working, using an IT Service Management tool to manage tickets from intake through resolution and follow-up.

If you have hands-on experience with computer and peripheral equipment, strong customer service skills, and you enjoy working with technology that supports daily City operations, this role offers a structured way to deliver support across hardware, software, wireless, and network issues.

What you’ll do

• Review and process IT service and disruption tickets submitted through a self-service portal, email, in-person, or by phone
• Log all relevant incident and service request details
• Assign categorization and prioritization codes within the current IT Service Management tool
• Provide support for password resets, network account creation, Active Directory maintenance, and application or software support
• Support onboarding, offboarding, remote access requests, and inventory control for both City employee and non-employee users
• Escalate issues that cannot be resolved by the Service Desk staff to internal IT service providers
• Assist in communicating IT service disruptions and change management activities
• Work collaboratively with IT Department staff

Requirements

• High school diploma or GED
• Two years of experience operating a computer and peripheral equipment, including one year of technical customer service experience
• Some positions may require passing a Criminal Justice Information Services (CJIS) background check

Knowledge and skills

• Operate, troubleshoot/diagnose, clean, and perform minor repairs of computers and peripheral equipment
• Follow troubleshooting procedures, corrective actions, and operating instructions
• Use IT Service Management tools
• Work independently with little direction
• Collaborate effectively within Service Desk and across cross-functional teams
• Communicate clearly and professionally, using tact, patience, and courtesy, both orally and in writing
• Read and interpret technical and operating instructions
• Analyze situations accurately and choose an effective course of action
• Meet schedules and timelines, maintain records, and prepare reports
• Lift boxes of paper and computer equipment

Tech you’ll use

• IT Service Management tool
• Active Directory

Pay and scheduling

Hourly rate: $32.67 - $39.70

Selection process and how to apply

• Appointment is subject to passing a background check
• Recruitment is being managed by Kye Merritt
• Apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement
• Applications received without the required materials may not progress in the selection process
• Candidates with the strongest backgrounds related to the responsibilities may be invited to interview, which may include a work problem

Application assistance: Contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date for application process help or questions about the job announcement.

NEOGOV technical support: Call 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time.

The City of Tacoma primarily communicates via email during the application process. Add Tacoma.gov and/or governmentjobs.com to your safe domain list and check your junk email folder.