Help Desk Technician I

COQUILLE INDIAN TRIBE•Coos Bay, OR

3d•$23 - $27•Onsite

About The Position

Under the direct supervision of the Help Desk Supervisor, provides support and assistance for computer systems (hardware, software, and peripherals) development, use, upgrading, and maintenance for Tribal government and other entities. This position is focused on end-user support, routine maintenance, and infrastructure support.

Requirements

High School Diploma or GED.
Three (3) years of professional experience working in an IT environment.
Expertise in Microsoft 365, Microsoft Windows 10 & 11, and Computer hardware troubleshooting.
Ability to complete CJIS security awareness training.
Superior customer service and motivation skills necessary.
Must be self-driven, results-oriented with a positive outlook and clear focus and be accustomed to making independent decisions/judgments about work priorities.
Must be able to demonstrate knowledge troubleshooting PC, printer, software, and peripheral equipment problems to determine a course of action.
Current and valid Oregon driver’s license in good standing is required with no insurability restrictions from the Tribe’s insurance carrier.

Responsibilities

Acts as the initial/primary point of contact for all technology related device issues and concerns from end users.
Provides technical assistance to end users with software and hardware issues.
Escalates IT tickets to appropriate IT staff.
Installs, configures, tests, maintains, monitors, and troubleshoots end-user computers, tablets, and related hardware and software.
Monitors for changes and updates in various systems.
Assists other departments with software subscriptions and user accounts.
Applies diagnostic utilities to aid in troubleshooting.
Maintains updated IT documentation repository, software installation procedures, resolutions, and end-user instructions.
Reviews, addresses, and assigns IT help desk support issues through a variety of sources: ticketing software, phone calls, emails, walk-ins, and MS Teams.
Maintains detailed notes in help desk software with all daily tasks and tickets completed.
Thoroughly document all resolutions and work performed.
Provides administrative support for Microsoft 365, MS Office, MS Teams, 8x8 VOIP, Antivirus, and others.
Provides end-user onboarding & offboarding support and setup, including user accounts, licensing, issuing equipment, computer prep, applications prep, and end-user training.
Assists with workstation moves, changes, and setups.
Utilizes remote assistance software to aid in the resolution of help desk issues.
Provides security of end-user laptops, desktops, and tablets by maintaining the latest software versions, endpoint scanning, and mitigating issues.
Supports the roll-out of new applications utilizing deployment tools and best practices.
Audio/Video equipment setup for meetings, conferences, and events.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develops 'how to' documentation guides for end users.
Provide software and hardware recommendations based on IT needs for the purchasing process.
Provides Audio and video setup and records meetings and events.
Assists the IT Team with projects as assigned.
Assists with end-user training.
Other duties as assigned.