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City of Tacoma WA IT Helpdesk Specialist in Tacoma, Washington

Position Description

The City of Tacoma is currently recruiting for a highly motivated, energetic, customer service oriented, qualified candidate to serve as a first point-of-contact for IT related incidents and requests.

The IT Helpdesk Specialist works directly with our employees to provide assistance, support, and documentation on our technologies. This position maintains, troubleshoots, and repairs computer hardware & software, wireless devices, network hardware, computer peripherals, and phones.

Responsibilities Include:

  • Review and process IT service and disruption tickets submitted through a self-service portal
  • 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 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 the PC support staff Qualifications

An equivalent combination to:

  • Graduation from high school or GED
  • Two years' experience operating computer and peripheral equipment, including one year's experience of technical customer service Some positions may require incumbents to successful pass a Criminal Justice Information Services (CJIS) background check Knowledge & Skills

The ideal candidate will be able to provide excellent customer service, as well as the following knowledge and skills:

  • Operation, troubleshooting/diagnosis, cleaning, and minor repair of computers, peripheral equipment
  • Operations, procedures and corrective actions to take during troubleshooting
  • Use of IT Service Management tools
  • Work independently with little direction
  • Successfully work together within Service Desk as well as cross-functional team dynamic
  • Communicate effectively, both orally and in writing using tact, patience and courtesy.
  • Read and interpret technical and operating instructions
  • Analyze situations accurately and adopt an effective course of action
  • Meet schedules and timelines
  • Maintain records and prepare reports
  • Lift boxes of paper and computer equipment

Selection Process & Supplemental Information

This recruitment is being managed by Alissa McLain, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn!

City of Tacoma Commitment to Diversity and Inclusion Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of TacomaTacoma is one of the nation's healthiest, safest, and most playful cities. We have daily access to stunning natural surroundings and a great quality of life. We are Washington's most diverse big city, with arts, culture, parks, and recreational opportunities that are envied by much larger cities. We recognize how lucky we are, but we know we can make it even better....TOGETHER!

Tacoma is a mid-sized urban port city that sits along the Puget Sound with a population of nearly 210,000. The third largest city in the state of Washington, it is a diverse, progressive international gateway to the Pacific Rim.

Propelled by significant developments such as the University of Washington Tacoma, the Tacoma Link light rail system, the restored urban waterfront of the Thea Foss Waterway, the expansions of both the MultiCare and Franciscan health systems, and a significant influx of foreign direct investment in its downtown core, Tacoma has evolved considerably since the 1990s.

Tacoma boasts the state's highest density of art and history museums, and is home to a flourishing creative community of writers, artists, musicians, photographers, filmmakers, chefs, entrepreneurs, and small business owners who each add their unique flair to the city's vibrant commercial landscape. The iconic Tacoma Dome has endured as a high-demand venue for some of the largest names in the entertainment industry.

A magnet for families looking for affordable housing options in the Puget Sound area, Tacoma also draws those who prefer to live in a more urban downtown setting with competitively priced condos and apartments that feature panoramic mountain and water views.

Tacoma's natural beauty and proximity to the Puget Sound and Mount Rainier draws hikers, runners, bicyclists, and maritime enthusiasts to the area. Its lively social scene is infused with energy by thousands of students attending the University of Washington Tacoma, the University of Puget Sound, the Evergreen State College Tacoma campus, and Tacoma Community College, as well as a number of local trade and technical colleges. Its prime location – just 20 minutes south of the Seattle-Tacoma International Airport, 30 miles north of the state capital in Olympia, and within 10 miles of the U.S. Department of Defense's premier military installation on the West Coast – only adds to Tacoma's desirability. To see a few of the great things Tacoma has to offer, view this YouTube Video!

ApplyAll interested individuals must apply online and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.

Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration. Applicants selected for interviews may be required to participate in a work problem prior to their interviews.

Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and WSCCCE Local 120. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.

Communication from the City of TacomaWe primarily communicate via e-mail during the application process. E-mails from and/or must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

Should you have any questions about this position please call Human Resources at (253) 591-5400 before 5pm on the closing date.

Salary: $24.73 - $30.06 Hourly

Location: Tacoma, WA

Job Type: Classified

Department: City of Tacoma - CITY WIDE LIST

Job Number: 0118-21

Closing: 4/13/2021 5:00 PM Pacific

Agency: City of Tacoma

Address: Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone: 253-591-5400