IT Service Desk Technician I​/II

Level I: $5,934 - $7,596

Level II: $6,705 - $8,584

The City anticipates hiring within Steps 1-5 of the applicable salary grade, depending on qualifications (DOQ).

November 5, 2026 at 11:59 pm

The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee. We value integrity, inclusiveness, stewardship, and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.

We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City’s Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers; leading by example to promote a positive culture of workplace safety through everyday action;

and emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.

Under the supervision of the IT Customer Service Supervisor, the IT Service Desk Technician receives, prioritizes, documents, and actively resolves help requests to ensure proper computer operations so that end users can accomplish the City’s business tasks; problem solves issues with the use of diagnostic and help request tracking tools, as well as in-person and hands‑on help at the desktop level.

The initial work schedule for this classification will be full-time, Monday through Friday. Early mornings, evenings and weekend work may be occasionally required. Overtime may be occasionally required. This position may share responsibility, on a scheduled basis, to provide after-hours support.

This classification is non‑exempt under the FLSA.

• Creates & evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Fields incoming help requests from end users via telephone, e-mail and in person in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue into service desk tracking software.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems; escalates problems to the appropriate experienced analyst or vendor when required.
• Records, tracks and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases and frequently asked questions resources to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs software.
• Tracks and maintains IT hardware inventory for desktop and mobile equipment.
• Test fixes to ensure problem has been adequately resolved and performs post‑resolution follow‑ups to help requests.
• Use and maintain the Systems Center Configuration Manager (SCCM) and ensure its ongoing health. Build and deploy packages for applications as needed and new OS image builds and updates where necessary…