IT Helpdesk Intern



IT Helpdesk Intern

Salary

$23.97 Hourly

Location

Tacoma, WA

Job Type

Classified

Job Number

4610-24

Department

Power

Division

Power - Utility Technology Services

Opening Date

06/07/2024

Closing Date

6/21/2024 5:00 PM Pacific

• Description

• Benefits

• Questions

Position Description

The Utility Technology Services (UTS) section of Tacoma Power is hiring for a IT Helpdesk Intern! This is an opportunity for a college student to gain work experience in the information technology field.

The intern will be part of the Utility Technology Services (UTS) Desktop Support and Service Desk team that provide support for various services provided by Utility Technology Services to include incident management, service request management, change management, asset management for computers and software tracking. in this role, the intern will be providing rapid and courteous response to customers, resolving end user technology related issues at a tier 1 or tier 2 function, troubleshooting computer hardware and software issues via a variety of methods such as in person, over the phone, or via remote control.

This position will serve on a limited duration and provides opportunity to learn the functions of and methodologies of a IT Helpdesk Specialist as well as be involved in all levels of support for the TPU customer base to become eligible for City positions.

Responsibilities include:

Desktop Support

• Assist in the coordination the deployment of new or upgraded images, software and hardware for multiple clients

• Assist with configurations and installs desktop/laptop pc’s, peripheral equipment and other mobile devices

• Follows established procedures for performing configuration changes, updates and upgrades

• Performs minor repairs on hardware, software, and peripheral equipment, following design or installation specifications

• Provides on-going support for client technology

• Diagnoses and resolves client workstation and mobile device hardware and software issues

• Creates temporary solutions until permanent solutions can be implemented

• Assists systems, programming, and vendor professionals, as needed to resolve problems

• Provides technical support to meetings in conference rooms throughout TPU

Service Desk:

• Serve as back up or fill in to Service Desk as needed or assigned

• When assigned serve as the first point of contact and day-to-day technical support to end users

• Respond to level 1 and 2 support requests via multiple sources such as phone and email

• Interacts with customers in a courteous and professional manner

• Provide user access service

• Diagnoses problems by evaluating multiple options.

• Develops checklists and scripts for resolving routine problems

• Escalates problems when necessary

• Documents problem status and resolution in ticketing system

IT Asset Management:

• Tracks updates and verifies accuracy of asset inventory in the designated IT asset management tool; includes but not limited to desktops, laptops, workstations, tablets, servers, associated peripherals and department owned software

• Coordinates with Tacoma Public Utilities divisions during PC counts for Microsoft enterprise renewals and network charges

• Assists with surplus of retired IT equipment

Qualifications

An equivalent combination to: graduation from high school or GED. Typically the applicant should be enrolled in college or study programs related to information technology, or possess equivalent experience.

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 her on LinkedIn.

City of Tacoma Commitment to Diversity and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and 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.

The City of Tacoma

The City of Tacoma is nestled along the shores of Commencement Bay in Washington State and offers many community parks, miles of beautiful waterfront, hiking & biking trails, golf courses, museums, and a world-class zoo with an aquarium. Tacoma also serves as a gateway to some of the most magnificent natural wonders in the world, such as Puget Sound, Mount Rainier National Park, and the Olympic Peninsula. Combined with the vitality of downtown, Tacoma has made it one of the most sought-after housing markets in the country. To see a few of the great things Tacoma has to offer, view this YouTube Video! (

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, you'll 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.

Apply

Interested individuals should apply online. Please attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:

We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com must 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.

In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement.

For assistance with the NEOGOV application process, questions regarding this job announcement, or if you are experiencing complications while applying, please contact the Human Resources office at by 4:00 pm of the closing date of the job announcement. This will allow us to assist you before the job announcement closes.

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 or by calling .

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

Are you a high school graduate or do you have the equivalent such as a GED?

• Yes

• No

  02

  Are you enrolled in college or study programs related to information technology, or possess equivalent experience similar in the tech field?

• Yes

• No

  03

  What is your program of study?

  04

  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 understand that any form of cheating or falsification will disqualify my application for further consideration.

• Yes

• No

  05

  What would you like to get out of this internship opportunity?

  06

  Tell me about a time you gave or received great customer service.

  07

  How do you cope with the stress of managing multiple priorities with competing deadlines?

  08

  Please tell us how you learned about this job opening.

• Job Interest Card notification

• Professional organization

• Military organization

• City of Tacoma employee

• Online job board posting

• Word of mouth

• LinkedIn

• Tacoma Training & Education Program (TTEP)

• Indeed

• Facebook

• Instagram

• Careers in Government

• Government Jobs

• Outreach Event

• National Diversity Network

• African American Job Network

• Disability Job Network

• Asian Job Network

• Latino Job Network

• Retirement Job Network

• LGBT Job Network

• Veteran Job Network

• Other

  09

  Where did you first learn about this opportunity?

  Required Question

Agency

City of Tacoma

Address

Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone

Website

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