IT Help Desk Technician

Description and Qualifications

SUMMARY

Help desk technician is to provide fast and valuable technical support for CRNA main campus, compact villages and CYD school sites

JOB DUTIES

• Serve as the first point of contact for technical assistance over the phone and email. Determine the best solution based on the issue provided by the customer
• Provide technical support, training, and assistance to CRNA staff  
• Ability to track problems until they have been resolved.
• Maintain inventory of all IT equipment. Develop a maintenance/replacement schedule for such equipment.
• Maintain up to date user profile information in multiple systems
• Provide IT support to the CRNA compact villages and CYD school sites as requested.
• Responsible for all AV-related equipment for CRNA events and meetings.
• Maintain computer periphery equipment, ordering supplies when needed.
• Perform other duties as assigned.
• Weekly Report on all activities

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve fundamental technical issues
• Above average skills in troubleshooting hardware, software, and networking services.
• Above average skills in an operating personal computer using a variety of computer software.
• Strong understanding and sensitivity to Alaska Native culture and lifestyle, with demonstrated experience working effectively with the Alaska Native population.
• Strong written, analytical, verbal, and interpersonal skills. 
• Ability to keep accurate records and produce timely and accurate written reports.
• Ability to maintain strict confidentiality as required for HIPAA, other regulations, and organization matters.
• Ability to learn and apply program/agency operating policies and procedures.
• Ability to manage multiple priorities and tasks concurrently and meet deadlines.
• Ability to establish and maintain cooperative working relationships, including outside contacts.
• Ability to work independently as well as with teams.

MINIMUM QUALIFICATIONS

• Certificates in information technology, and or
• One (1) years of experience working with IT software, hardware, and/or networking.
• A combination of experience, education, and training may substitute for degree requirements on a year for year basis.

PREFERRED QUALIFICATIONS

• Associate’s Degree in Information Technology
• Four (4) years of experience working with IT software, hardware, and/or networking.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 25 lbs. The majority of work is performed in an office setting with a wide variety of people with differing functions, personalities, and abilities. CRNA is a smoke-free and tobacco-free campus. May require local travel between compact services of CRNA, which may involve exposure to extreme weather conditions. Works in an environment where protection of client confidentiality is essential. Personal Protective Equipment will be provided when and where needed.

SPECIFICATIONS

Supervision Received:

Work will be monitored through meetings, reports, and regular communication with the immediate supervisor. General guidelines for operations are based on program requirements, conditions of grant award(s), and the general policies and procedures of CRNA. 

Supervision Exercised:

The position will not exercise supervision.

Contacts:

Contacts include and not limited to volunteers, organizational staff, clients, and outside agencies.

CONDITIONS OF HIRE

• All employment at CRNA is “at will.” This means that the employee or CRNA may terminate employment at any time and for any reason. Unless specified in writing, no term of employment is expressed or implied for this position.
• CRNA is a no tolerance workplace. All employees must pass an initial and random drug and alcohol screening to be eligible for and maintain employment.
• CRNA has several positions that require a criminal background check for the safety of our clients. All employment offers in the “covered” classification are conditional until CRNA has received a Federal criminal background check verifying eligibility to work in these programs.
• First Aid/CPR certification must be obtained within 90 days of hire for required positions.
• As applicable by position and company policy, must meet standards for fitness for duty, immunizations, credentialing and privileging.