IT Systems Engineer - Service Desk

Job Opportunity: IT Service Desk Technician

Join the Pierce County IT Service Desk and help employees across the County get the technology support they need to do their jobs. In this role, you'll troubleshoot technical issues, fulfill service requests, contribute to projects, and ensure users have reliable access to the tools and systems they depend on every day. You'll also serve as the primary IT contact for assigned departments, building strong relationships and recommending technology solutions that improve how they work.

Every day brings new challenges, opportunities to solve problems, and the chance to make a direct impact on County services.

The Finance & Enterprise Services Department delivers enterprise-wide services that support every County department and many external partners, ensuring Pierce County operates effectively, efficiently, and with strong public stewardship. Finance & Enterprise Services staff provide a broad portfolio of high-impact, countywide services, including budgeting and performance management, fiscal services, procurement and contracting, information technology, general services, fleet services, and risk management.

Information Technology's 130 staff are responsible for building, operating, and maintaining the technologies that power essential public services in Pierce County. We provide diverse technology solutions including commercial applications, geographic information systems, and sophisticated custom software, supported by a robust hybrid infrastructure combining both on-premises and cloud-based platforms, and all secured by a reliable network. Our team thrives in a positive, collaborative environment combined with continual learning and development to enable our highly impactful work.

Join us where your contributions truly make a difference.

Your success will come from providing outstanding customer service and building strong working relationships with County employees, IT teammates, and the departments you support. You'll be someone who enjoys troubleshooting technical issues, managing multiple requests, and finding practical solutions that keep people working. Strong communication skills are essential—you'll explain technical information clearly to both technical and non-technical users while keeping customers informed throughout the support process.

You'll also collaborate effectively across the IT division, follow established processes and security standards, and consistently deliver reliable, timely support.

A career with Pierce County means joining an organization committed to your growth and success. Through our robust online learning and variety of training opportunities, Pierce County ensures continuous professional development throughout your journey. This dedication extends beyond individual advancement, it reflects a broader mission to foster welcoming communities, maintain safe infrastructure, and promote equitable access to opportunities.

Core daily responsibilities include:

• Provide key operational support for tracking, management, and timely resolution of requested services and for reported County incidents, including major incidents impacting multiple County users; and acting as a coordinator for the IT Service Desk response groups.
• Provide technical support assistance to end users.
• Provide advanced operational support for user identity management, user account provisioning, system access, and password management.
• Coordinate efforts to create and modify Service Desk processes and documentation prior to new system rollout to ensure the IT Service Desk ready to handle the release.
• Provide skilled knowledge and expertise regarding incidents and provide service level coordination for requests, responsible for escalated issues within the IT Service Desk.

Competencies and skills include:

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Providing great customer support for user technologies.
• Experience with collaborative process development and upkeep.
• Technology:
  Intermediate skill level for:
• Microsoft Windows based computers and peripherals
• Computer networking
• Microsoft Office 365
• Apple iOS devices
• Microsoft environments…