User Support Technician

POSITION SUMMARY:

The User Support Technician provides technical support and assistance to end-users within the organization in the field of Information Technology (IT). This role involves efficiently triaging helpdesk tickets, diagnosing and resolving hardware, software, and network issues, and implementing effective solutions to maintain optimal IT operations. The User Support Technician ensures minimal disruption to users and supports the seamless functioning of IT systems through prompt and reliable troubleshooting.

DUTIES/RESPONSIBILITIES:

• Provide technical support to end-users for hardware, software, and network issues.
• Troubleshoot and resolve technical problems in a timely manner.
• Manage and prioritize incoming helpdesk tickets.
• Install, configure, and maintain software and hardware systems.
• Perform system updates and upgrades to ensure optimal performance.
• Assist users with system access and login issues.
• Monitor and maintain the health of IT systems to prevent issues.
• Diagnose and resolve network connectivity problems.
• Provide guidance to users on best practices for using technology effectively.
• Collaborate with other IT team members to address complex technical issues.
• Maintain accurate records of support requests and resolutions.
• Ensure proper documentation of technical issues and solutions for future reference.
• Support IT infrastructure maintenance and troubleshooting activities.
• Assist in setting up new workstations, including hardware and software installation.
• Respond to user inquiries and provide technical support via phone, email, or in person.
• Escalate complex problems to higher-level IT staff or external vendors as needed.
• Maintain an inventory of IT equipment and software licenses.
• Assist in the setup and support of IT infrastructure for new employees.
• Ensure compliance with IT policies and procedures.
• Work closely with other IT staff and departments to ensure seamless IT operations and support.
• Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Strong troubleshooting skills for diagnosing and resolving hardware, software, and network issues.
• Proficiency with operating systems specifically Windows.
• Knowledge of computer hardware components and their functionality.
• Ability to use ticketing systems to manage and track support requests.
• Familiarity with basic networking concepts, including IP addressing, DNS, and DHCP.
• Ability to perform software installations, configurations, and updates.
• Strong attention to detail when documenting technical issues and solutions.
• Understanding of security best practices, including software and patch management, documentation, and user education.
• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
• Strong problem-solving and analytical thinking skills to resolve technical challenges.
• Effective oral and written communication skills for troubleshooting and documentation.
• Ability to work independently and as part of a team.
• Familiarity with remote desktop applications and helpdesk software.

EDUCATION & EXPERIENCE:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Previous experience in a technical support or helpdesk role, with a strong understanding of troubleshooting processes.
• Experience with ticketing systems, software installations, and basic network configurations preferred.
• Experience with Active Directory, Microsoft 365, and other enterprise applications.

PHYSICAL REQUIREMENTS:

• Ability to lift and move computer hardware and equipment, typically up to 50 pounds.
• Ability to sit or stand for extended periods while working at a desk or workstation.
• Ability to perform tasks requiring manual dexterity, such as keyboarding and using tools for hardware setup.
• Ability to bend, squat, and kneel to access hardware in under-desk areas or server racks.
• Ability to visually inspect computer systems and equipment for damage or performance issues.

CONDITIONS OF EMPLOYMENT:

• Successful completion of applicable tribal drug test.
• Successful completion of applicable tribal background check.
• Must pass background investigation for suitability of character identified in accordance with the Indian Child Protection and Family Violence Prevention Act.
• Possess and maintain a valid driver's license with no serious violations.