Help Desk Technician

Start your IT career supporting the people who serve your community.

The City of Missoula is hiring a Help Desk Technician to support day-to-day IT operations and provide essential technical assistance to City staff. This is a great opportunity for someone looking to grow their career in information technology while gaining hands-on experience in troubleshooting, system support, and customer service.

Working as part of a collaborative IT team, this position assists with resolving technical issues, maintaining equipment, and supporting users across multiple departments. Success in this role requires curiosity, adaptability, and a strong commitment to customer service.

Starting Pay:
New hires start within our entry-to-market range, depending on experience and qualifications. The starting range for the position is $20.72 - $22.77/hour and will increase each year for Longevity and cost of living adjustments. 
 

Full Pay Range:
Each position also has a full wage range that reflects potential growth over time, including annual increases for longevity and cost-of-living. The full range for the position is $20.72 - $24.14/hour.

• Provide phone support to end-users, creating tickets for calls and walk-ins that cannot be quickly resolved.
• Track all incoming packages and equipment inventory for stock, provisioning, deployment, and retirement.
• Triage incoming support calls to assess proper workflow and assist end-users with the resolution of low-level software and hardware issues or ticket and escalate needs accordingly.

• Communicate work progress and any present or potential issues to the supervisor.
• Complete routine technical work, such as application installs, data removal, and imaging of PCs.

• Receive, respond to, and log walk-in and phone support requests in the IT ticket system to ensure operational standards, and accurate and complete documentation.

• Perform other duties as assigned, based on training and qualifications.

• Knowledge of principles and techniques of personal computer use and common business applications.
• Knowledge of Microsoft operating systems, Microsoft Office Software, and their line-of-business applications, such as Teams and SharePoint.
• Knowledge of AI tools in support of providing technical troubleshooting and end-user assistance.
• Skill in operating a personal computer using standard software applications and the ability to learn job-specific applications and equipment.
• Skill in training users of all technical levels on aspects of technological operations, including the ability to gauge a person’s technical aptitude and communicate with them in an appropriate technical or non-technical language.
• Skill in communicating, in person and writing, with the proven ability to establish and maintain positive working relationships with diverse individuals.
• Skill in observing, receiving, and clarifying information from relevant sources to efficiently document issues and attempted resolutions when completing or escalating work.
• Ability to understand and follow verbal and/or written policies, procedures, and instructions.
• Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information.
• Ability to maintain and foster a culture of professionalism, adhere to departmental and City standards and specifications, and support a positive team environment.
• Ability to resolve conflicts with facilitating outcomes while maintaining a calm demeanor.
• Ability to learn City and departmental functions and roles of various personnel.

• Position requires the ability to lift and maneuver 50 lbs. or less.

• Any combination of training and experience equivalent to two (2) years of customer service, professional computer experience, or another related field. 
• Must be able to pass a criminal background investigation.
• Must have a valid Montana driver’s license with a verified acceptable driving record, or the ability to obtain one within 60 days of hire.

The City of Missoula does not sponsor employment visas (e.g., F-1, H-1B, TM). Applicants must be authorized to work in the United States on a full-time basis at the time of application.