It Help Desk Support Specialist; Temporary

IT HELP DESK SUPPORT SPECIALIST (TEMPORARY ASSIGNMENT)

NAMPA,

Temporary Help Desk Support Specialist

Salary: $20.00/hour

IT Operations
· Immediate Temporary Assignment
· On-Site

Department:
Information Technology

Position Type:
Temporary / Hourly

Reports To:

IT Operations Manager

FLSA Status:
Non-Exempt

Work Location:

City Hall — 411 3rd St. S, Nampa

Travel Required:

None expected

Schedule:

Mon–Fri, 8:00 a.m. – 5:00 p.m.

City Benefits Eligible:
No (temporary assignment)

Positions Supervised:
None

The City of Nampa IT Department needs immediate on-site help desk coverage so Field Service Technicians can stay focused on resolving tickets on a first-in, first-out basis. This temporary role is the front door of IT for phone calls and self-service tickets: greeting callers, reviewing incoming tickets, confirming details are complete, setting priority, routing work to the correct queue, and escalating when a technician or supervisor needs to take over.

Prior IT experience is helpful but not required. Strong customer service, clear communication, comfort on the phone, attention to detail, and a willingness to learn are required.

This position provides first-contact support for City employees who call the help desk or submit tickets through self-service. The specialist answers the help desk line, gathers and documents required information in the ticketing system, reviews self-service submissions, prioritizes and routes tickets to the correct queues, updates tickets as new information is received, and escalates issues that need technician or supervisor attention.

This is not a field technician role. Hands-on repair and advanced troubleshooting stay with Field Service Technicians. The purpose of this assignment is accurate intake, complete documentation, correct routing, and professional customer service so technicians can work the queue without stopping to take every call or clean up incomplete tickets.

• Answer incoming help desk calls promptly and professionally.
• Collect and document required information in the ticketing system.
• Maintain a calm, courteous, and helpful tone on every call.
• Convert voicemail messages into tickets.
• Review self-service submitted tickets for completeness.
• Contact submitters to gather missing or unclear details.
• Prioritize tickets and route them to the correct queues for completion.
• Update existing tickets with new information and current status.
• Escalate issues that require technician or supervisor attention.
• Remain available on the help desk phone line during assigned coverage.
• Follow department ticket-handling and customer service standards.
• Perform other related duties as assigned.

• High school diploma or equivalent.
• Demonstrated customer service experience in a phone, front-desk, call-center, reception, or similar role. Prior IT experience is not required.
• Ability to type accurately, enter data into web-based systems, and follow a written checklist or template.
• Clear spoken and written English; able to take notes that another person can act on.
• Willingness to learn the City’s ticketing system, ticket standards, work queues, and escalation path.
• Ability to work on-site at Nampa City Hall, Monday–Friday, 8:00 a.m. to 5:00 p.m.
• Must be legally authorized to work in the United States. This assignment is not eligible for visa sponsorship.

• Experience creating, updating, or routing tickets in a help desk or work-order system.
• Familiarity with common workplace technology (PCs, email, Teams, printers, phones, or network connectivity) enough to ask clarifying questions.
• Public-sector, municipal, or multi-department customer service experience.
• CompTIA A+ or similar entry-level certification.