What are the responsibilities and job description for the Help Desk Specialist position at Tohono O'odham Nation?
The position is located in [Sells, AZ].
Position Summary
Under general supervision, provides support by answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
The work is normally reviewed upon completion, with occasional spot checks while in process, to ensure accuracy, timeliness and conformance to established standards; major work tasks are covered by instructions or procedures and unusual situations are referred to a supervisor.
Essential Duties And Responsibilities
High School Diploma or General Education Diploma and six months work experience in a call center or customer service field, or an equivalent combination of training, education, and work experience which demonstrates the ability to perform the duties of this position.
Licenses, Certifications, Special Requirements
Position Summary
Under general supervision, provides support by answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
The work is normally reviewed upon completion, with occasional spot checks while in process, to ensure accuracy, timeliness and conformance to established standards; major work tasks are covered by instructions or procedures and unusual situations are referred to a supervisor.
Essential Duties And Responsibilities
- Receive and interview user to collect information about problem and generate work order(s).
- Log and track calls using help desk tracking system; maintains history records and related problem documentation.
- Direct phone calls to technical staff for evaluation to determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
- Utilizing the help desk-tracking system, responds within a limited time and generates a work order.
- Routes calls to the appropriate technician or IT professional and provides follow-up with departmental work orders.
- Prepare standard statistical reports, such as help desk incident reports and distribute work order(s) to the Lead PC Technician.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Perform follow-up on work order(s), analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
- Initiate calls to software and hardware vendors to request service regarding defective products.
- Performs other job related duties as assigned and contributes to a team effort.
- Knowledge of the Tohono O'odham culture, customs, and traditions.
- Knowledge of applicable federal, state, tribal laws, regulations and requirements.
- Knowledgeable in various aspects of information technology usage, i.e. personal computer hardware and software such as Windows, Word, Excel, PowerPoint, Access.
- Knowledge and skill in computer troubleshooting.
- Skill in keyboarding and data entry.
- Skill in providing superior customer service to external and internal customers.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to handle multiple tasks and details.
- Ability to be flexible, a self-starter, to work under pressure to meet deadlines as required, and to work independently with limited supervision.
- Ability to communicate efficiently and effectively both verbally and in writing.
- Ability to establish and maintain positive and effective working relationships with other employees and the general public.
- Ability to maintain privileged confidential information.
- Ability to work extended hours and various work schedules.
High School Diploma or General Education Diploma and six months work experience in a call center or customer service field, or an equivalent combination of training, education, and work experience which demonstrates the ability to perform the duties of this position.
Licenses, Certifications, Special Requirements
- Upon recommendation for hire, a criminal background check is required to determine suitability for hire, including a 39-month Motor Vehicle Record.
- May require possessing and maintaining a valid driver's license, (no DUIs or major traffic citations within the last three years).
- If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
- Based on the department's needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham Language and English as a condition of employment.
