IT Help Desk Technician

IT Help Desk Technician

Join the City of Boise as an IT Help Desk Technician, where you'll be the first point of contact for employees seeking technical support. In this role, you'll provide timely, high-quality assistance by troubleshooting hardware, software, and technology issues through phone, email, and in-person support. Working collaboratively with a dedicated IT team, you'll help keep City operations running smoothly while delivering exceptional customer service and contributing to projects that improve the technology experience for employees across the 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 and
• One year of experience providing basic personal computer hardware/software support,
• 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
• 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; and computer usage including related software.

Special Requirements:

• Applicants must be able to pass: 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?

The benefits are real and among the best in the Treasure Valley:

• 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

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:

• 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; and
• 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.