HELPDESK TECHNICIAN II

Helpdesk Technician II

Albuquerque, NM 87113; Bernalillo, NM 87004

Salary Range $31.03 - $34.91 Hourly Position Type Full Time Category IT

Description

Position Summary

Tribal Government Helpdesk Technician II will be a second tier level of support for Tribal Government. Under general supervision, provides technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment. Clearly communicate technical solutions in a user-friendly, professional manner. Assist Tribal Government Systems Analyst II; pass more complex and involved end-user problems on to the Tribal Government Systems Analyst II. Document, tracks, and monitors all computer system work requests through the use of the IT ticketing software to ensure a timely resolution to end-users. Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

Via telephone or in-person; In the Information Technology (IT) office or remote sites; identifies, diagnoses, and resolves level two issues for end-users having computer software, hardware, or peripherals issues; communicates solutions to the end-users. Troubleshoots, analyzes and resolves computer systems hardware, software, and peripherals issues. Maintains and supports end-user account information to include the individual rights, security of the folders, and group policies, in Active Directory. Processes and transmits on-demand verification reports to appropriate personnel. Documents, tracks, and monitors all computer system work orders through the IT ticketing software. Including detail information about the issue/problem and a complete resolution to the issue/problem. Provides a high level of technical support for all systems under the control of the Information Technology (IT) department; including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the Tribal Government Systems Analyst II, Systems Analyst Manager. Provides assistance or training to all end-users where and when required, with the approval of the Tribal Government Systems Analyst II or the Systems Analyst Manager. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Performs computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements. Delivers, tags, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals. Completes a daily end of shift report; documenting all of the tasks and work orders completed during the shift. Creates an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

Performs other duties as assigned by the Tribal Government Systems Analyst II or Systems Analyst Manager.

Key Performance Indicators

This position has Key Performance Indicators (KPI's) identified as a measurement of success. KPI's will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI's as part of the performance review process.

Knowledge, Skills, and Abilities

Knowledge of commonly used concepts, practices, and procedures within the Information Technology (IT) Department. Ability to communicate effectively, both verbally and in writing. Ability to analyze complex computer problems and provide solutions. Knowledge of current technological developments/trends in area of expertise. Ability to investigate and analyze information and to draw conclusions. Ability to evaluate emerging technologies and identify their potential impact within the existing environment. Ability to provide technical guidance and instruction on the use of computer technologies. Ability to plan, design, and implement computer systems and applications. Fundamental knowledge of basic systems analysis. Knowledge of, and programming skill in, at least one technologically current scripting language. Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment. Ability to exhibit a strong motivational commitment to the organization. Ability to work with network infrastructure. Familiar with standard concepts, practices, and procedures within an IS field. Possess analytical, troubleshooting and excellent telephone communication skills. Maintain the confidential nature of matters pertaining to company records, policies and customer lists. Ability to be on-call whenever needed. Ability to rely on experience and judgment to plan and accomplish goals. Knowledge of the following applications or systems is preferred: Windows Server, Microsoft Exchange, Microsoft Office Suite, PBX/Voice Mail Support, Windows OS, Networking Protocols. Ability to work well with others.

Qualifications

Education and Experience

Required: High School Diploma, GED certification or equivalent. Associates degree in Information Technology (IT), CIS (Computer Information Systems) or related field. Three (3) years of desktop support experience in a Windows environment. Two (2) years of network support experience. Any combination of education from an accredited college or university in a related field and/or direct experience totaling seven (7) years may substitute for the required education and experience. Preferred: A+, Network+, or Security+ certification. Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

Must be able to obtain and maintain the required STGC Gaming License. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions The following selected physical activities are required to perform the essential functions of this position

Physical Requirement - Description

Balancing - Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching - Bending the body downward and forward by bending leg and spine.

Feeling - Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity - Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping - Applying pressure to an object with the fingers and palm.

Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling - Bending legs at knee to come to a rest on knee or knees.

Lifting - Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling - Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing - Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching - Extending hand(s) and arm(s) in any direction.

Seeing - The ability to perceive the nature of objects by the eye.

Walking - Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting - Particularly for sustained periods of time.

Standing - Particularly for sustained periods of time.

Stooping - Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required: - Work is performed indoors. Works is in a 24x7 on-call environment. Work hours subject to change with overtime work required. Subject to hazards, which may cause personal bodily harm; smoke, common colds, influenza, dust, odors and elevated noise levels. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces. Duties may involve walking, standing for long periods of time, sitting and crouching.