IT Systems Engineer 2 - Service Desk

Why It's a Great Opportunity: 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.

Why It's a Great Department: 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. 

Employees have the opportunity to work on strategic, enterprise-level initiatives, collaborate across departments, provide the operational and technical backbone which ensures the smooth delivery of services across the organization, and deliver critical analysis and decision support that informs leadership and shapes County priorities. The Finance & Enterprise Services Department is focused on creating a culture where employees can help improve service delivery to make a meaningful impact on County operations and the community. The Department leads with safety, empowerment, and collaboration to create an environment where every person can contribute, challenge ideas, and continuously improve.

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.

Learn more about Finance and Enterprise Services Information here.

How to be Successful in the Role: 
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.

Your Future in this Role: 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.  

Information Technology has access to numerous training opportunities, which include peer, industry, vendor, and official Pierce County training as well as access to established procedures, standards, practices, and system documentation. Our training program is designed to help you develop as both a professional in your role as an IT Systems Engineer and as a Pierce County employee. Your work will directly impact your community, and it offers a great foundation for future positions within Information Technology and Pierce County.

Core Daily Responsibilities:

• 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:

• 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 and Microsoft Active Directory Group Policy
  • Enterprise User and Device Configuration Management Systems
  • Internet browser and hosted cloud application software services
  • Enterprise IT security practices.

A classification description with a more detailed list of essential functions can be found here.

Additional education or experience which clearly indicates the ability to perform the essential functions of the position may substitute equally on a year-of-year basis for the recruiting requirements.

• Attach a resume. Required.
• Bachelor’s degree in information technology, computer sciences, business, public administration, or related field. 
• Two or more years of information technology experience required. 

Ability to successfully complete a Pierce County background investigation. Fingerprint and in-depth criminal history check may be required for certain law enforcement system support assignments.

To be considered for this opportunity please:

• Complete and submit a detailed online Pierce County Employment Application by selecting "APPLY" above or go to:   www.piercecountywa.org/jobs. 
• If you have a question about this opportunity, please email the Recruitment Team at [email protected] and specify the Job Number and Title. 
• If you do not have internet access, you may visit your local public library or any WorkSource location and use their computers.
• Individuals needing accommodation in the application, testing process or need this job announcement in an alternative format may call Human Resources at (253) 798-7480, at least two days prior to the need.  

Our Recruitment Practices: This is a competitive and meritorious selection process. Pierce County applications are reviewed by human hiring staff in accordance with the qualifications listed for the position. Pierce County understands applicants may use AI tools when preparing application materials. We recognize these tools can make the process easier; however, we ask that everything you submit genuinely reflects your own experience, skills, knowledge, and writing style.

During the interview process, you may be asked to demonstrate your skills, including writing and subject knowledge, and to speak to your experience in your own voice. Applicants should be prepared to respond to interview questions without relying on AI-generated responses or reading prepared answers from a screen. Any misrepresentation may result in disqualification or separation.

Applicants whose qualifications most closely align with the County’s needs will be eligible for further consideration. Notification of application status typically occurs within two to three weeks after the closing date. Some applicants may receive short notice to participate in additional selection steps, which may include assessments, phone screens, or interviews.

Upon offer, compensation is based on a range of job-related factors, including the requirements of the role, your skills and experience, and internal pay equity.

Our Welcoming Workplace Commitment: Pierce County is committed to fostering a Welcoming Workplace where employees are supported, respected, and able to thrive. We believe a strong public workforce is representative of the community it serves and that fair and just access to opportunity strengthens public service.

Guided by the County Executive’s Forward Together mission, Pierce County works to build communities that are safe, welcoming, and connected. This same commitment shapes how we recruit, develop, and retain our employees. County employees make a direct and visible impact in the lives of residents every day, and we invite you to join us in helping keep Pierce County a place people are proud to call home.