Helpdesk Technician

Helpdesk Technician

Department: Executive Office

Program: Information Technology

Reports to: Systems Manager

Employment Status: Full-Time

FLSA Status: Non-Exempt

Schedule: 40 Hours/52 Weeks

Preference: TERO Ordinance 2017-01, P.L. 93-638

Job Summary

The Helpdesk Technician is an entry-level position responsible for providing computing support to the Kenaitze Indian Tribe end users. The Helpdesk Technician will be first line support for desktops, laptops, software, printers and associated peripherals.

Essential Functions

• Provide telephone technical support to end users as the first level of contact
• Use remote support tools to assist users with technical issues
• Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Properly escalate problems to the next level of support
• Install, configure, test, and troubleshoot computers, laptops, printers, scanners and other peripherals
• Track and document issue resolution using ticketing system
• Follow up on outstanding requests and ensure timely resolution
• Manage user accounts in Active Directory

It is the intent of this job description to highlight the essential functions of the position; however, it is not an all-inclusive list. The incumbent may be called upon and required to follow or perform other duties and tasks requested by his/her supervisor, consistent with the purpose of the position, department and/or the Kenaitze Indian Tribe's objectives.

Working Conditions

Lifting Requirements

• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Physical Requirements

• Stand or Sit (Stationary position)
• Walk (Move, Traverse)
• Use hands/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position)
• Climb (stairs/ladders) or balance (Ascend/Descend, work atop, Traverse)
• Stoop, kneel, crouch or crawl (Position self (to), Move)
• Talk/hear (Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information)
• See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess)
• Pushing or Pulling
• Repetitive Motion

Hazards and Atmospheric Conditions

• Exposure to Dust

OSHA Categories

• Category III - Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid

Equipment and Tools

List Equipment used for job: Computer, Printer, Scanner, Fax, Copier, and other computer/network-related equipment

Drives KIT or Personal Vehicle: Personal

Travel

• Local

Comments: Travel is required between the Tribe's program locations. Other travel for training will be offered but not required

Qualifications

Education

• High School Diploma or General Education Degree (GED)

Experience

• Understanding of computer systems, mobile devices and other technology products with the ability to diagnose and resolve basic technical issues

Preferred

• Computer Industry certifications (CompTIA A+ and Network+; Microsoft MCT)
• Experience with help desk ticketing systems and asset/inventory tracking tasks
• Knowledge and experience working with cultural diversities

License/Certification

• Must have a valid Alaska State driver's license and must remain insurable under the Tribe's policy, or obtain within 90 days of hire

Special Skills

• Proficiency with Microsoft Suite, or obtain training within 90 days of hire
• Conducts business in a service-oriented manner that is attentive, pleasant, respectful and kind when dealing with un'ina, visitors, co-workers and others
• Ability to work independently as well as collaboratively

*Memorandum of Understanding: Serves as documented evidence that the Kenaitze Indian Tribe has expressed the ineligibility of an employee to operate motor vehicles owned, leased or rented by the Kenaitze Indian Tribe, or to operate a personal vehicle on behalf of the Kenaitze Indian Tribe.