Information Technology Technician

JOB PURPOSE:

Provides end-user support, information systems hardware and software installation and maintenance, troubleshooting, network services, systems or production support for Navajo Technical College. Provides essential training for faculty and staff.

This position description indicates in general the nature and levels of work, knowledge, skills, and abilities. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required or assigned to this position.

JOB DUTIES & RESPONSIBILITIES:

• Responds to customer inquiries that come in via phone, e-mail, voice mail, fax, and in person.
• Satisfies customer needs and manages expectations by resolving issues through one or more of the following: coaching and supplying 'how-to' instructions, troubleshooting problems, providing IT related information, and/or providing options and workarounds.
• Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).
• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
• Issues and maintains user names and password assistance for students, NTU email, and e-learning systems.
• Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
• Performs and/or oversees software and application installation and upgrades.
• Maintains site licenses for department/organization.
• Plans and implements network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.
• Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Schedules and manages the daily operations of the computer laboratories, to include troubleshooting of hardware and software problems; implements and debugs new hardware and software used in the laboratories, and makes recommendations on purchases.
• Maintains professional and technical knowledge by conducting research, attending seminars, educational workshops, classes and conferences; reviewing professional publications; establishing networks; participating in professional societies; conferring with representatives of contracting agencies and related organizations.
• Performs other duties as assigned.

SUPERVISION RESPONSIBILITIES:

• N/A

MINIMUM QUALIFICATIONS/REQUIREMENTS:

• Associate's Degree in Computer Science, MIS, or related field.
• One year of experience in information systems hardware and software installation and maintenance, network services, systems support or production support.
• Valid state driver's license.
• Must be able to pass background check, with NO prior convictions of any felonies.

The Navajo Nation Preference in Employment Act applies to all hiring, promotions or transfers of individuals into this position.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Knowledge of a wide range of computer systems software, applications, hardware, including Microsoft Server 2003 and 2008, Microsoft Office 2003 and 2007, and other related software and equipment.
• Knowledge of basic procedures and techniques used in the diagnosis and repair of computer equipment and related components.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Skill in reviewing, and analyzing operational and technical reports and manuals.
• Ability to analyze operational requirements and assess technology and capacity requirements.
• Ability to implement, test, troubleshoot, and maintain network systems software.
• Ability to make sound decisions.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to maintain confidentiality.
• Ability to work independently and meet strict time lines.
• Ability to provide technical guidance and training to end users.
• Ability to communicate technical information to non-technical personnel.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds, employees and officials.
• Ability to communicate effectively in the Navajo and English language.

PHYSICAL DEMANDS:

• Required to sit, stand and walk for prolong periods of time.
• Ability to stoop, kneel or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to distinguish colors, good eye sight and capacity to read very small print.
• Ability to lift, push, or pull upwards of 25 pounds.

WORK ENVIRONMENT:

• Work is generally performed in office or computer lab setting.
• Tight time constraints and multiple demands are common.
• Evening and/or weekend work may be required. Extended hours and irregular shifts may be required.