Senior Information Systems Technician

Commitment to Citizen Service 

Service encompasses all aspects of the Pokagon Band of Potawatomi Indian’s governmental operations. Every employee shares the responsibility to provide exemplary service, dignity, and respect to all Tribal Citizens, the Tribal Council, and staff members. To this end, all employees have an obligation to identify and report any service problems, issues, or concerns and, through designated channels, initiate, recommend, and actively participate in solutions.  

Position Summary: The Senior IT Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. 

Essential Functions: 

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert Supervisor to emerging trends in incidents.
• Assist in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Assist in developing policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality and prevent future problems.
• Plan software release and roll-outs according to best practices.
• Conduct research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts.
• Liaise with vendors to procure new systems technologies; oversee the installation and resolve adaptation issues.
• Provide assistance to Level I, II and III Technicians when request volumes are high.
• Act as an escalation point for advanced or complex help requests.
• Build rapport with service desk customers.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken to final resolution.
• Apply advanced diagnostic utilities to predetermine root causes.
• Utilize online resources to investigate issues and possible resolution; read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, , and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups with Level I, II and III Technicians as required.
• Review and validate help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Develop and implement plans to remediate issues identified by IT equipment and software audits.

Non-Essential Functions: 

• Perform other related functions as assigned. 

Equipment: 

• Standard office equipment.  
• Systems used:  Windows 10/11, Windows Server 2019/2022, MS Office 365, SharePoint, ServiceNow

Position Requirements:  

• Bachelor’s Degree in computer science and/or 5 years equivalent work experience. (Degree must be from an accredited institution whose program of study has been recognized by the Council for Higher Education Accreditation or the United States Department of Education)
• ITIL v4 Foundation Certification
• Pass an advanced information technology assessment to determine skillset prior to the interview
• Proven foundation in CJIS/CHRI laws and regulations
• Previous experience with the EPIC EMR system
• COMP TIA A
• COMP TIA Security
• COMP TIA Network
• Knowledge of PowerShell Scripting.
• Knowledge of advanced computer hardware.
• Experience with desktop and server operating systems (Windows 10, Mac OSX, Android OS, Chrome OS)
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Indian Preference: 

• Pokagon Band Preference Code applies.

Physical Requirements:  

• Work is somewhat sedentary and will frequently require sitting. However, standing and walking will be necessary.
• Frequently required to use hands and fingers to operate equipment. 
• Frequently required to talk and hear. 

Work Environment: 

• General office and classroom environment. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office or classroom environment, with standard office equipment available.
• Local travel is necessary, so the ability to travel as needed is required. 

Competencies: 

• Using Information Technology
• Client Focus
• Problem Solving
• Initiative
• Teamwork