IT HELP DESK SUPPORT SPECIALIST (TEMPORARY ASSIGNMENT)

IT HELP DESK SUPPORT SPECIALIST (TEMPORARY ASSIGNMENT)

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NAMPA, ID

Temporary Help Desk Support Specialist

Salary: $20.00/hour

IT Operations · Immediate Temporary Assignment · On-Site

Department: Information Technology

Position Type: Temporary / Hourly

Reports To: IT Operations Manager

FLSA Status: Non-Exempt

Work Location: City Hall - 411 3rd St. S, Nampa

Travel Required: None expected

Schedule: Mon-Fri, 8:00 a.m. - 5:00 p.m.

City Benefits Eligible: No (temporary assignment)

Positions Supervised: None

Why this role exists

The City of Nampa IT Department needs immediate on-site help desk coverage so Field Service Technicians can stay focused on resolving tickets on a first-in, first-out basis. This temporary role is the front door of IT for phone calls and self-service tickets: greeting callers, reviewing incoming tickets, confirming details are complete, setting priority, routing work to the correct queue, and escalating when a technician or supervisor needs to take over.

Prior IT experience is helpful but not required. Strong customer service, clear communication, comfort on the phone, attention to detail, and a willingness to learn are required.

Position summary

This position provides first-contact support for City employees who call the help desk or submit tickets through self-service. The specialist answers the help desk line, gathers and documents required information in the ticketing system, reviews self-service submissions, prioritizes and routes tickets to the correct queues, updates tickets as new information is received, and escalates issues that need technician or supervisor attention.

This is not a field technician role. Hands-on repair and advanced troubleshooting stay with Field Service Technicians. The purpose of this assignment is accurate intake, complete documentation, correct routing, and professional customer service so technicians can work the queue without stopping to take every call or clean up incomplete tickets.

Essential duties

Answer incoming help desk calls promptly and professionally.

Collect and document 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.

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 that require 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.

Minimum qualifications

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; able to take notes that 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, Monday-Friday, 8:00 a.m. to 5:00 p.m.

Must be legally authorized to work in the United States. This assignment is not eligible for visa sponsorship.

Preferred qualifications

Experience creating, updating, or routing tickets in a help desk or work-order system.

Familiarity with common workplace technology (PCs, email, Teams, printers, phones, or network connectivity) enough to ask clarifying questions.

Public-sector, municipal, or multi-department customer service experience.

CompTIA A+ or similar entry-level certification.

Knowledge, skills, and abilities

Customer focus - builds rapport quickly, listens first, and stays professional when callers or submitters are frustrated.

Attention to detail - captures complete, usable ticket information.

Organization - reviews incoming tickets promptly, sets the right priority, and sends work to the correct queue.

Judgment - recognizes urgent issues and escalates them without delay.

Multitasking - balances live calls with incoming self-service tickets.

Coachability - follows direction, accepts feedback, and learns tools and processes quickly.

Teamwork - hands work cleanly to Field Service Technicians and supervisors.

Reliability - punctual, available for the published schedule, and communicates absences promptly.

What this role is not

This assignment is intake, ticket quality review, and routing - not independent field repair. The specialist is not expected to diagnose complex hardware failures, reimage computers, administer accounts without direction, or serve as after-hours on-call. Advanced work is documented, prioritized, placed in the correct queue, and passed to the technicians whose time this role is meant to protect.

Work environment and physical requirements

Work is performed primarily at a help desk station in a general office environment at City Hall. The position 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 weighing up to 20 pounds may occur. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Conditions of employment

Must pass a pre-employment drug screening and background check.

The City of Nampa is a drug- and alcohol-free workplace.

Temporary assignment; duration based on operational coverage needs. Benefits are not included unless otherwise stated by Human Resources or the staffing agency.

This document describes expected duties. It is not an employment contract. The City may adjust duties as operational needs change. This position may close prior to the closing date, or may be extended as needed.

Position : 505820

Code : 2026170-1

Type : EXTERNAL

Posting Start : 09/08/2026

Posting End : 12/31/9999

Salary: $20.00-$20.00

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