IT Help Desk Technician - 19 hours/week

IT Help Desk Technician

The City of Boise is looking for a customer-focused IT Help Desk Technician to provide hands-on technical support to employees across the organization. This role troubleshoots hardware, software and connectivity issues, supports user accounts and applications, and helps employees resolve technology problems by phone, email and in person. We're looking for someone with a solid foundation in computer support who enjoys troubleshooting, communicating with people of varying technical abilities and working as part of a collaborative IT team. This is a temporary, part-time position working up to 19 hours per week and offers an opportunity to gain experience supporting technology in a large, diverse organization.

To ensure internal equity and alignment with the approved budget for this position, offers are made within the posted hiring range. Although the hiring range is fixed, employees receive an exceptional benefits and total rewards package that enhances the overall value of employment with the City of Boise.

Required Knowledge, Experience, And Training:

• High school diploma or equivalent
• One year of experience providing basic personal computer hardware/software support, including installing and configuring personal computers and/or peripherals, installing software and performing routine file backup operations in a medium to large-scale computer or client/server system.

Special Requirements:

• City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
• Boise Police Department Criminal Justice Information System Background Check (BPD CJIS)

Why the City of Boise?

• Zero-cost premium medical coverage for you and your family (an estimated $10,000 - 20,000 value)
• PERSI retirement (11.96% Employer Contribution) plus employer-matched 401(k)/457b
• 10 hours vacation/month (grows with tenure), 12 paid holidays, and 8 hours sick leave/month
• 10 weeks paid parental leave
• $500 annual wellbeing incentive
• Tuition reimbursement and free local bus pass
• Basic life and long-term disability insurance at no cost

Essential Functions:

Handles moderately complex issues and problems and refers more complex issues to higher-level staff. Provides team support and training, as needed. Provides technical support for city-wide computer hardware and software systems via telephone, email, web and in person. Identifies and interprets malfunctions and initiates corrective action to restore operation. Assigns issues to the relevant department for corrective action and resolution. Reviews processes and procedures followed by the end-user to determine steps taken prior to malfunction and clarify correct procedures. Provides end-user training as required. Creates, modifies, maintains and terminates user accounts for enterprise and/or department software applications. Deploys updates and applications as directed. Troubleshoots network servers and connectivity issues. Performs or assists with information requests by internal or external users. Develops and writes procedures for installation and use of hardware and software. Maintains service logs. Updates documentation to record new equipment installation, new sites and changes to computer configuration. Documents technical processes and troubleshooting guidelines in the knowledge management database. Processes vendor invoices and maintains fiscal year records. Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Requirements:

Additional Required Knowledge, Experience, And Training Knowledge of:

• Principles and practices of a personal computer or network server operation or both
• Normal preventative maintenance practices for personal computers or network servers or both
• Network server software
• Installation, maintenance and operation of computer hardware and software, peripherals, operating systems and applications software
• Methods for training end-users on applications and processes
• Computer usage including related software.

Ability to:

• Work independently or as part of a team
• Install, operate and troubleshoot standard personal computers
• Follow complex instructions, both verbal and written
• Train end users and communicate technical information to non-technical staff
• Maintain current knowledge of new technology
• Communicate effectively in the English language at a level necessary for efficient job performance
• Perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.

Working Conditions:

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Efforts While performing the duties of this job the employee is occasionally lifting/carrying up to 35 pounds. Also, the employee is rarely pushing/pulling up to 10 pounds. The noise level is occasionally moderate. Work includes sensory ability to talk and hear. Work in this position also includes close vision. Employees will sit, stand, walk, stoop, kneel, crouch, crawl, reach and grasp. Position requires hand/finger dexterity. Working Environment The work environment will include inside conditions. This position works: all shifts as needed; on short notice; a rotation, including early mornings, late evenings, weekends and holidays.

Benefits:

Top talent deserves top-notch benefits. The City is among the best in the Treasure Valley when it comes to the benefits and perks we offer our employees. Most positions are eligible for the general benefits listed here; firefighters, police officers, senior managers, command staff, and directors may be offered other benefit plans. Healthcare:

• ZERO premium medical coverage option for you and your family
• Low-cost dental and vision options
• Post-employment health savings account

Retirement and Investment Plans:

• Required participation in PERSI Base Plan retirement benefits with standard employee and City contribution rates
• 401(k) or 457b pre-tax investment options with employer match
• 457b Roth after-tax investment options with no match

WellBeing Program:

• Up to $500 cash per year for participants
• Alternative transportation incentives

Paid Leave City employees receive generous paid leave:

• 10 hours of vacation per month, and this increases the longer you stay with the City
• 12 paid holidays every year
• 8 hours of sick leave per month
• 10 weeks Parental Leave

Life & Long Term Disability:

• Basic Life insurance at no cost to you
• Long Term Disability insurance at no cost to you

Other optional benefits :

• Pre-tax Flexible Spending Accounts
• Supplemental Life Insurance
• Supplemental Disability Insurance
• Tuition reimbursement
• Free local bus pass
• Corporate discount programs
• AFLAC
• Employee Assistance Program for short-term counseling on work, family, finances, and personal issues