IT Helpdesk Specialist

IT Helpdesk Specialist

Salary

$32.67 - $39.70 Hourly

Location

Tacoma, WA

Job Type

Classified

Job Number

0118-26

Department

City of Tacoma - CITY WIDE LIST

Opening Date

09/24/2026

Closing Date

10/8/2026 5:00 PM Pacific

• Description
• Benefits
• Questions

Position Description

The City of Tacoma is establishing an eligible list for IT Helpdesk Specialist that will be used to fill vacancies for one year in all City of Tacoma and Tacoma Public Utilities departments. The IT Helpdesk Specialist works directly with our employees to provide assistance, support, and documentation on our technologies. Using an IT Service Management tool, this position directs support to maintain, troubleshoot, and repair computer hardware & software, wireless devices, network hardware, and computer peripherals. This position exists throughout the City of Tacoma and Tacoma Public Utilities; work assignments and telework options vary by department.

Responsibilities Include:

• Review and process IT service and disruption tickets submitted through a self-service portal, email, in-person, or via phone
• 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, City employee and non-employee onboarding, offboarding, remote access requests 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 IT Department staff

Qualifications

An equivalent combination to:

• Graduation from high school or GED
• Two years experience in the operation of a computer and peripheral equipment, including one year experience of technical customer service.

Some positions may require incumbents to successfully 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 Kye Merritt, 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!

Compensation & Benefits

Pay Details:

Hourly Rate: $32.67 - $39.70

Employee Benefits | City of Tacoma

Tacoma Power

Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 180,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, youll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore, the perks of a big city, and the charm of a small town. We welcome you to take a look at our website and discover how the City of Tacoma can make your next career move part of our combined destiny:

http://www.cityoftacoma.org/

https://www.mytpu.org/

http://www.traveltacoma.com/

City of Tacoma's Commitment to Diversity, Equity, and Inclusion

A Commitment to Equity & Diversity

At the City of Tacoma, were on a mission to make our workforce as diverse and inclusive as the community we serve. We actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

The Community

Tacoma is centrally located just 32 miles south of the city of Seattle and 31 miles north of the state capital, Olympia. The City of Tacoma is also home to the Port of Tacoma, which is among the largest container ports in the United States. Like most cities in the northwest, Tacoma is surrounded by beautiful nature, offering residents many opportunities for outdoor adventures.

Largely suburban in nature with a small, but dense, urban core, Tacoma is home to numerous institutes of higher learning that attract students from across the country. The University of Washington Tacoma, Pacific Lutheran University, University of Puget Sound, a satellite campus of the Evergreen State College, three community/technical colleges, and several trade and business schools are within Tacomas geographic area. Downtowns Cultural District is the site of the Washington State History Museum, Museum of Glass, the Tacoma Art Museum, and Americas Car Museum.

With its affordable housing and distinctive neighborhoods and business districts, the city has been recognized numerous times as a best city to live in the nation. To see a few of the great things Tacoma has to offer, view this YouTube Video!

View this exciting video to learn more about the City of Tacoma: https://www.youtube.com/watch?v=2n5MWl8KFvI

Application Process

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process. Applicants who have the strongest backgrounds related to the responsibilities of this position may be invited to participate in the interview process, which may include a work problem. Appointment is subject to passing a background check.

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should 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 email folders.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees Retirement System. Information on the Tacoma Employees Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

01

Which of the following best describes your highest level of education?

• High school diploma or equivalent, such as a home school certification or General Education Degree (GED)
• Some college, no degree received
• Associates degree
• Bachelors degree or higher

02

Do you have a minimum of two years experience in the operation of a computer and peripheral equipment?

• Yes
• No

03

Do you have a minimum one year experience of technical customer service?

• Yes
• No

04

Do you have experience with ITSM tools?

• Yes
• No

05

The Supplemental Questionnaire is part of the examination process; accordingly, it should be completed carefully. It must be submitted with your application. Do not indicate "see resume" or copy unrelated content from your resume when answering these questions. Answer all information requested in each question. Failure to do so may result in rejection of your application. Responses to supplemental questions must be original content created by the applicant using their own words. The use of online tools or resources to create responses, such as Artificial Intelligence (ChatGPT, etc.), Google, Bing, etc., or plagiarism in any form, is considered cheating and falsification of the application. I certify that the information provided is accurate and complete to the best of my knowledge. I understand that any falsification may cancel any terms, conditions, or privileges of employment.

• Yes
• No

06

Please describe your experience working at an IT helpdesk/service desk.

07

Please describe your working knowledge and/or experience with wireless devices, printers, plotters, multifunctional devices, including configuration, installation, maintenance, and troubleshooting.

08

Please list any certifications you currently hold.

09

If you answered yes to the previous question, please describe what ITSM tools you have worked with. If you answered no please type "N/A"

10

Please define customer service and what it means to you.

11

One of the Citys Principles that guides us is Equity. Describe what equity means to you and describe an experience you have working with diverse groups of people.

Required Question

Employer City of Tacoma

Address Human Resources Department

747 Market Street

Tacoma, Washington, 98402-3764

Phone 253-591-5400

Website http://www.tacoma.gov