What are the responsibilities and job description for the Help Desk 1 position at Squaxin Island Tribe?
Job Description
Job Description
Description :
Department : Information Services
Reports To : Director of Information Services
FLSA Status : Non Exempt
Opening Date : October 11, 2024
Closing Date : October 25, 2024
SUMMARY : Help Desk staff are the front line for providing IT Support for the tribe. Often the Help Desk will be the first point of contact for employees that are experiencing technical difficulties that may either disrupt their job or otherwise inconvenience them. To be successful the Help Desk must not only provide professional customer service but properly escalate and document issues for resolutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES : include the following. Other duties may be assigned.
- Always understand and enforces security and confidentiality policies.
- Provide professional customer service to help desk requests.
- The ability to communicate effectively and work as part of a team.
- Fully and completely documents the fulfillment of help desk tickets.
- Appropriately escalates help desk tickets to the next tier of support as needed to resolve user reported issues.
- Familiar with troubleshooting common problems with end user hardware and operating systems.
- Familiarity with Windows, Microsoft Office, Microsoft Teams, 3CX, as well as other end user software. Able to troubleshoot and resolve common issues to assist end users.
- Observes and maintains inventory controls.
- Install, replace, and maintain end user hardware and software.
- Open support tickets with vendors as necessary to achieve department goals or achieve appropriate support for end users.
- Familiarity with and ability to conduct basic trouble shooting for networking-based issues such as DHCP, DNS Resolution, etc.
- Basic knowledge of how printers, print drivers work, and the ability to support, install, and troubleshoot printers.
- Basic knowledge of how audio / video equipment works with the ability to set up areas such as conference rooms, stages, and other areas where such equipment may be needed.
- Understanding of cell phones, mobile operating systems, and apps used by end users.
- Understanding of any other devices, and related software used by end users to complete their job function
- Assesses and provides recommendations for when end user hardware may need to be replaced, or reconfigured.
- The ability to provide trouble shooting in person, remotely, and via phone.
- Provides assistance to other Information Services staff in managing Help Desk resolution.
- Updates job knowledge by participating in educational opportunities including trainings, maintaining personal networks, and regularly reviewing technical documents / whitepapers as well as industry trends.
SUPERVISORY RESPONSIBILITIES : This position has no supervisory responsibilities.
QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS : Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
MATHEMATICAL SKILLS : Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS : Valid Driver’s License. CompTIA certifications preferred.
PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and lift and / or move up to 25 pounds. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and lift and / or move up to 100 pounds. Specific vision requirements for this position are close vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position occasionally works near moving mechanical parts and may encounter risk of electrical shock. The noise level in the work environment is usually moderate.
DRUG FREE WORKPLACE : The successful candidate will be required to have a urinalysis for drug and alcohol screening in accordance with the Tribe’s Drug Free Workplace Policy.
INDIAN PREFERENCE : Indian Preference will be exercised in the hiring of this position in accordance with the Tribe’s Personnel Policies.
TO APPLY : Submit application packets including a resume and cover letter on Paylocity through the Squaxin Island Tribe Career Opportunities website. Contact Human Resources for more information : 360-432-3865.
Requirements :
EDUCATION and / or EXPERIENCE : BA OR Associate of Arts in Information Technology or related field and two years experience in the field of Information Technology OR High School Diploma / GED and four years of experience in the field of Information Technology.