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IT Service Desk Technician

IT Information Systems Technician, Senior

Health and Welfare

Open for Recruitment: November 13, 2017 - November 27, 2017
Announcement # 01662055484
Salary Range: $21.50 per hour -Plus Competitive Benefits!

Location(s): Caldwell

The Idaho Department of Health and Welfare, Division of Information Technology is currently recruiting for an IT Information Systems Technician, Senior position. This position will provide hands-on and telephone technical desktop support and customer service, and will make recommendations for hardware and software additions or enhancements. The current opening is located in Caldwell.

This announcement will be used to fill the current vacancy in Caldwell only. If you have previously applied for IT Information Systems Technician, Senior and wish to be considered for the current vacancy, you must reapply under this announcement. Previous scores will not be used.


  • Provide high-level hands-on and telephone technical desktop support and customer service on the IT service desk
  • Identify, evaluate, and correct hardware, software, or operations problems
  • Install and maintain hardware and software products, and configure PC and network equipment according to department standards
  • Define system standards and procedures
  • Design and implement backup and recovery procedures
  • Monitor and troubleshoot LAN and WAN system performance and resolve communications and networking problems
  • Make recommendations to clients for future hardware and software additions or enhancements

Minimum Qualifications:

  • Experience independently installing, upgrading, and maintaining one or more computer networks including server/host hardware and software and network cabling
  • Experience independently evaluating and resolving computer, system, and user problems including compatibility conflicts, application operations, hardware malfunctions, and telecommunications problems
  • Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions
  • Experience recommending the installation and use of applications and system software

Additional Qualifications: Are not required; however, having the minimum qualifications and the education and/or experience below will increase your score.

  1. Experience providing hands-on, telephone and remote desktop support for Windows 7 and Windows 10, multiple versions of the Microsoft Office Suite and various other software.  Typically gained by at least one year of related experience, including Tier 1, Tier 2 and Tier 3 support, and troubleshooting of hardware and software problems.
  2. Experience training others, in person and by telephone. Typically gained by at least one year of related experience.
  3. Experience managing more than one project simultaneously. Typically gained by at least one year of related experience.
  4. Experience using and administering service desk management software such as BMC Remedy and LANDesk Management Suite. Typically gained by at least one year of related experience.
  5. Possession of any of the following certifications: Comp TIA A+; MCTS: Windows 7; Configuration, MCTS: Windows 7, Windows 10 & Microsoft Office, Deployment; Microsoft Office Specialist (MOS); MCITP: Enterprise Desktop Support Technician on Windows 7 & Windows 10; MCITP: Enterprise Desktop Administrator on Windows 7 and 10.


There is an exam for this position to determine an applicant's eligibility. Click the "Preview Exam" button below to review the exam. You must receive a score of 56 to pass this exam. If at any time during the screening/testing process your responses or resume do not support the answers you provided, your name will be removed from the register.

How to Apply:

Click on any Apply Online button and follow the instructions provided to complete the Application Checklist and Exam for this position. When updating your online application information, please select Health and Welfare under "Agencies," full-time under "Job Type/Shift," and Caldwell under "Cities."


Preview Exam

Hiring is done without regard to race, color, religion, national origin, sex, age or disability. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources.