HELPDESK TECHNICIAN II

The Pueblo of Sandia•Albuquerque, NM

1d•$31 - $35•Onsite

About The Position

Tribal Government Helpdesk Technician II will be a second tier level of support for Tribal Government. Under general supervision, provides technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment. Clearly communicate technical solutions in a user-friendly, professional manner. Assist Tribal Government Systems Analyst II; pass more complex and involved end-user problems on to the Tribal Government Systems Analyst II. Document, tracks, and monitors all computer system work requests through the use of the IT ticketing software to ensure a timely resolution to end-users. Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Requirements

High School Diploma, GED certification or equivalent.
Associates degree in Information Technology (IT), CIS (Computer Information Systems) or related field.
Three (3) years of desktop support experience in a Windows environment
Two (2) years of network support experience.
Any combination of education from an accredited college or university in a related field and/or direct experience totaling seven (7) years may substitute for the required education and experience.
Must be able to obtain and maintain the required STGC Gaming License
Will require a pre-employment and random drug screening.

Nice To Haves

A+, Network+, or Security+ certification.
Relevant work experience or education may be substituted to satisfy education and/or work experience.
Knowledge of the following applications or systems is preferred: Windows Server Microsoft Exchange Microsoft Office Suite PBX/Voice Mail Support Windows OS Networking Protocols
Ability to work well with others.

Responsibilities

Via telephone or in-person; In the Information Technology (IT) office or remote sites; identifies, diagnoses, and resolves level two issues for end-users having computer software, hardware, or peripherals issues; communicates solutions to the end-users.
Troubleshoots, analyzes and resolves computer systems hardware, software, and peripherals issues.
Maintains and supports end-user account information to include the individual rights, security of the folders, and group policies, in Active Directory.
Processes and transmits on-demand verification reports to appropriate personnel.
Documents, tracks, and monitors all computer system work orders through the IT ticketing software. Including detail information about the issue/problem and a complete resolution to the issue/problem.
Provides a high level of technical support for all systems under the control of the Information Technology (IT) department; including all software, hardware, and peripherals.
Escalating all complex or involved issues/problems to the Tribal Government Systems Analyst II, Systems Analyst Manager.
Provides assistance or training to all end-users where and when required, with the approval of the Tribal Government Systems Analyst II or the Systems Analyst Manager.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
Delivers, tags, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
Completes a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
Creates an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo Sandia.
Performs other duties as assigned by the Tribal Government Systems Analyst II or Systems Analyst Manager.