IT Help Desk Team Lead

IT Help Desk Team Lead

Salary

$21.41 - $25.42 Hourly

Location

City Hall West, Boise, ID

Job Type

Full Time Regular

Job Number

23 -07612

Department

Information Technology

Division

Customer Service Center

Opening Date

06/05/2026

Closing Date

6/22/2026 12:00 PM Mountain

• Description
• Benefits
• Questions

Summary Statement

The City of Boise is seeking a skilled and service-oriented IT Help Desk Lead to guide day-to-day help desk operations and support a high-performing technical support team. This role serves as a key decision-maker when the supervisor is unavailable, helping prioritize incoming service requests, assign work, and ensure timely resolution of issues based on urgency, operational impact and customer need.

The IT Help Desk Lead also takes point on high-priority support matters involving critical city functions, including elected officials, public safety, Human Resources and other essential departments. The ideal candidate brings strong technical troubleshooting skills, sound judgment, a collaborative leadership style and a commitment to excellent customer service. Experience using artificial intelligence or automation tools to improve workflows, solve problems or streamline service delivery is highly valued, though not required.

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.

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

Required Knowledge, Experience, And Training

High school diploma and three years of experience providing basic personal computer hardware/software support in an enterprise setting which includes installing and configuring personal computers and/or peripherals, tablets, smartphones and etc.

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

Transportation Security Administration background check (SIDA)

Boise Police Department Criminal Justice Information System Background Check (BPD CJIS)

Disclaimer: This job posting may close earlier than the listed closing date. If this occurs, a minimum of 24 hours' notice will be provided prior to closing.

Applications received for this recruitment may be used to fill similar vacancies within the City of Boise as they occur.

Essential Functions

Provides technical support for the citywide computer hardware and software systems. Provides front-line technical services to elected officials, city employees and volunteers. Creates, modifies, maintains and terminates user accounts for enterprise and/or department software applications. Deploys updates and applications.

Troubleshoots network servers and connectivity issues. Supports department projects as needed including any special assignments/working hours. Provides initial troubleshooting to the technology in the emergency vehicle fleet.

Provides guidance and direction to the help desk team while maintaining team morale. Monitors and ensures staff performance, quality and productivity standards are met. Encourages continuous improvement, involves others in planned process improvement efforts and measures to encourage/guide help desk team members to follow a systematic improvement process.

Contributes to discussions, actions and projects and helps to resolve indifference or conflicts by identifying common ground and exploring potential solutions. Works with a variety of city department heads to process involuntary termination in the active directory. Participates in the hiring process by interviewing prospective candidates.

Documents accurate and detailed steps while working with the end user in an IT Service Management (ITSM) tool. Monitors wait times and manages staffing distribution at the help desk. Reviews and monitors help desk calls to maintain the standard of services.

Posts statistics as appropriate. Creates and maintains documentation directed at IT Staff and city employees. Develops and writes procedures for installation and use of hardware and software. Maintains service logs and monitors maintenance agreements, warranties and site licenses. Documents technical processes and troubleshooting guidelines in the knowledge management database.

Performs other duties as assigned. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this position at any time.

Requirements

Knowledge of:

• Principles and practices of the personal computer or network server operations or both
• Performing routine file backup operations and normal preventative maintenance practices for personal computers and/or network servers
• Computer usage including related 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
• Methods and design of the IT Infrastructure Library.

Ability to:

• 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.

Preferred Knowledge, Experience, And Training

Associates degree in a related information technology field and five years of help desk experience providing basic personal computer hardware/software support in a large-scale client/server system.

Experience with Microsoft Dynamics or other ITSM software.

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 and rarely lifting/carrying up to 50 pounds. Also, the employee is rarely pushing/pulling up to 50 pounds. The noise level is occasionally moderate. Work includes sensory ability to talk, hear, smell and touch. 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:

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:

• PERSI retirement benefits
• 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.

Please visit our website for further details mybenefits.cityofboise.org

01

This position requires passing a Criminal Justice Information System (CJIS) background check. Have you ever been convicted of a felony as an adult aged 18 and older, within your lifetime?

• Yes, I have been convicted of a felony within my lifetime.
• No, I have never been convicted of a felony.

02

Which best describes your experience providing help desk support in an enterprise or multi-department environment?

• I have five or more years of help desk or technical support experience and have served in a formal or informal lead role responsible for prioritizing work, supporting team performance and handling high-priority or escalated issues.
• I have three or more years of help desk or technical support experience and have regularly prioritized tickets, assigned work, escalated issues or provided guidance to other team members.
• I have three or more years of help desk or technical support experience, but limited experience prioritizing tickets or guiding the work of others.
• I have less than three years of help desk or technical support experience.

03

Please describe why you are interested in the IT Help Desk Lead role with the City of Boise. In your response, include how your experience has prepared you to prioritize competing service requests, support or guide a team, and provide excellent service to customers with urgent or high-impact technical needs.

Required Question

Employer City of Boise

Address 625 W Idaho St

Boise, Idaho, 83702

Website http://www.cityofboise.org