Information Systems Technician

Pokagon Band of Potawatomi Indians•Dowagiac, MI

About The Position

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: Provide technical assistance to end-users to resolve computer problems. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, operating systems, and other peripherals.

Requirements

High School Diploma or GED required.
One year of experience in IT operations, Level one support or related experience, preferably in a law enforcement environment or healthcare environment and/or a degree from an accredited institution whose program of study has been recognized by the Council for Higher Education Accreditation or the US Dept. of Education.
Ability to troubleshoot and resolve a variety of hardware, software, and peripheral problems required.
Strong sense of service and good communication skills, both oral and written required.
Knowledge of Windows 10/11 operating systems required.
Possess the knowledge, intellect, temperament, and flexibility to work effectively in a fast-paced environment.
Experience in the configuration, installation and troubleshooting of personal computers, software, network and mobile data implementation projects for law enforcement.
Ability to work evenings, weekends and holidays as required.
Must have a valid driver’s license and be able to meet the minimum insurance requirements regarding driving record in order to utilize GSA vehicles.
Associate’s Degree in field of Information Technology 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 or equivalent secondary education, is preferred
Three (3) years of experience in IT operations, network troubleshooting or related experience, preferably in a law enforcement environment or healthcare environment
Minimum of two-year work experience in a multi-user/multi-department IT setting required.
Assist in preventive maintenance projects and services.
Maintain and manage IT assets with proper tracking and distribution
Associate’s Degree in field of Information Technology 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 or equivalent secondary education, is preferred
Five (5) years of experience in IT operations, network troubleshooting or related experience, preferably in a law enforcement environment or healthcare environment
Minimum of four-year work experience in a multi-user/multi-department IT setting required.
Proven foundation in CJIS/CHRI laws and regulations.

Nice To Haves

Preferred knowledge of IT Health practices
ITIL v4 Certification
COMP TIA A+
Previous experience with the EPIC EMR system.
Technical knowledge and experience with ServiceNow.
COMP TIA Network + or COMP TIA Security +

Responsibilities

Respond in-person, via telephone, or electronically to requests for technical assistance from users promptly involving hardware, software, networking issues, and peripheral and phone equipment. Includes assistance with printing, installation, word processing, electronic mail, and operating systems.
Utilize online resources to investigate issues and possible resolution; read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems.
Works on assignments that are moderately difficult, and which require judgment.
Ensure all helpdesk requests and subsequent actions are taken to the point of resolution.
Proactively identify open issues and communicate with users and departments as needed to facilitate closure.
Notify affected employees and management when key systems are unavailable; maintain and seek efficiencies in the wide area network.
Set up new telecommunications and computer equipment to ensure proper installation of operating systems, hardware, and appropriate software.
Performs preventive maintenance to ensure the proper functioning of, computer systems, and peripherals.
Maintain records of daily problems and actions taken.
Refer major hardware/software problems or defective products to the supervisor for resolution.
Assist in software release and rollouts according to best practices
On-call rotation for IT Helpdesk.
Assist with training users in the proper use of hardware and software.
Apply diagnostic tools to aid in troubleshooting.
Act as a subject matter expert on technology being used by the tribe.
Develop Knowledge base and FAQ lists for end-users
Assist with developing training materials and procedures for the proper use of hardware and software.
Perform IT inventory and software system audits.
Assist in conducting research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts.
Participate as a subject matter expert for assigned projects.