What are the responsibilities and job description for the Help Desk Support position at AMERIND?
AMERIND is a federally chartered, tribally owned corporation, formed under Section 17 of the Indian Reorganization Act (25 U.S.C. § 5124) by its Members, the governmental units of federally recognized Tribal Nations that administer federally funded housing programs for American Indian and Alaska Native families. AMERIND has the operating authority to work with Tribal Governments, Enterprises, and Citizens for Property and Liability, Workers Compensation, Homeowners and Renters, Employee Benefits coverage, Fleet Auto coverage, and Critical Infrastructure development.
Position Characteristics and Competencies:
Position Characteristics and Competencies:
- Strong focus on providing exceptional service to all company staff and stakeholders.
- Ability to troubleshoot, diagnose, and resolve technical issues in a timely manner.
- Excellent oral and written communication skills, capable of explaining complex technical issues in simple terms.
- Prioritizes tasks based on urgency and impact, ensuring timely responses and resolutions to maximize productivity and user satisfaction.
- Possesses a thorough understanding of hardware, software, and network systems, coupled with the ability to troubleshoot and resolve issues efficiently and accurately.
Job Summary:
Help Desk Support staff are the first point of contact for IT-related queries and issues. The IT Help Desk plays a key role in supporting the remote and traveling staff by ensuring they have reliable access to the network and services. Help Desk interactions with all departments facilitate smooth technological operations and directly impact employee productivity. Commitment to service excellence and operational integrity is achieved through effective communication and problem-solving.
Job Responsibilities:
Help Desk Support staff are the first point of contact for IT-related queries and issues. The IT Help Desk plays a key role in supporting the remote and traveling staff by ensuring they have reliable access to the network and services. Help Desk interactions with all departments facilitate smooth technological operations and directly impact employee productivity. Commitment to service excellence and operational integrity is achieved through effective communication and problem-solving.
Job Responsibilities:
- Provides first-level contact and problem resolution for all users with hardware, software, and applications problems.
- Resolves user-reported problems using available tools and following procedures and policies for the handling of support cases.
- Collaborates with other IT team members, including Systems Engineers and Administrators, to ensure efficient operation of the company’s desktop computing environment.
- Supports the deployment of new applications and devices.
- Documents incident resolutions and contributes to the IT knowledge base.
- Assists in user training to improve their understanding of company technology resources.
- Maintains professional and technical knowledge by conducting research, attending seminars, educational workshops, classes, and conferences; reviewing professional publications; establishing networks; participating in professional societies; and conferring with representatives of contracting agencies and related organizations.
- Maintains strict confidentiality, quality, and professional standards.
- Performs other duties as assigned.
This job description does not represent an inclusive list of all duties encompassed in this position.
Supervision of Others:
This position does not include supervisory responsibilities.
Minimum Qualifications:
Supervision of Others:
This position does not include supervisory responsibilities.
Minimum Qualifications:
- High school diploma or equivalent AND help desk or technical support role experience required.
- Associate degree in Information Technology, Computer Science, or related field preferred.
- Two years of experience in a help desk or technical support role.
- Must possess a valid driver’s license.
- Must be able to successfully pass a background investigation. No felony, theft, or fraud convictions.
Additional Eligibility Requirements:
- New employees must complete the Associate in Insurance (AINS) designation within six months from the end of the 90-day evaluation period to be eligible for advancement and incentive compensation.
- For continued employment, employees must complete an elective course and six hours of professional development within 12 months after the end of the 90-day evaluation period.
Knowledge /Skills /Abilities:
- Knowledge of Microsoft Windows Operating Systems: Proficient in installing, configuring, and troubleshooting various versions of Windows.
- Extensive experience with Microsoft 365 and SharePoint: Ability to support and troubleshoot issues in Microsoft 365 applications and SharePoint online.
- Ability to support users with issues related to Word, Excel, PowerPoint, Outlook, and other Office applications.
- Knowledge of Windows Defender P2 and Microsoft Intune desired.
- Understanding of Network Basics: Knowledge of TCP/IP, DNS, DHCP, cablings, and other fundamental networking concepts.
- Active Directory Management: Skills in managing user accounts, permissions, groups, and other Active Directory services.
- Remote Desktop Support: Proficient in using remote desktop tools to assist users and resolve issues without needing physical access to the device.
- Problem-Solving Skills: Strong analytical skills to diagnose and resolve technical problems.
- Customer Service: Excellent interpersonal skills to communicate effectively with users and provide a positive customer service experience.
- Security Awareness: Understanding of basic security principles, including antivirus software and patch management.
- Hardware Troubleshooting: Ability to diagnose and repair common hardware issues with desktops, laptops, and peripherals.
- Ability to maintain confidentiality.
Working Conditions & Physical Demands:
- Primarily in-office; some business travel and remote support required.
- Must be able speak clearly.
- Must be able to sit and use a computer for extended periods – at least 6 hours per day.
- Occasionally required to crawl, work while kneeling, and carry moderately heavy objects (50 lbs.), such as computers and peripherals.
Contribution to Corporate Mission:
By ensuring robust and responsive IT support, the Help Desk Support Technician directly supports the productivity of all departments, aligning with the company’s mission to provide secure and efficient operations.
Hiring of AMERIND employees is subject to Section 7(b) of the Indian Self-Determination Act (25 U.S.C. §5307(b)), which requires that, to the greatest extent feasible, preference and opportunities for training and employment shall be given to Native Americans and Alaska Natives.
By ensuring robust and responsive IT support, the Help Desk Support Technician directly supports the productivity of all departments, aligning with the company’s mission to provide secure and efficient operations.
Hiring of AMERIND employees is subject to Section 7(b) of the Indian Self-Determination Act (25 U.S.C. §5307(b)), which requires that, to the greatest extent feasible, preference and opportunities for training and employment shall be given to Native Americans and Alaska Natives.
