IT Helpdesk Representative

POSITION SUMMARY

The IT Helpdesk Representative is under the direct supervision of IT Director. The incumbent is responsible for Tier 1 support and the initiation of Tier 2 & 3 support as well as installing, modifying and making minor repairs to computer hardware and software systems while providing technical advice and support to system users. The work schedule may be modified occasionally to accommodate audio visual (a/v) support for council, committee's, departments, and tribal events after hours and on weekends.

ESSENTIAL FUNCTIONS

1. Maintains a working knowledge of SSBMI hardware and software to effectively support IT operations.
2. Maintains technical documentation for installation and configuration.
3. Contacts vendors regarding specific software, hardware or phone problems, as needed.
4. Maintains vendor relationship in relation to all problem escalation
5. Escalation point for help desk tickets, calls, texts, or emails.
6. Ensures the quality of systems operations in all SSBMI branches by communicating with all levels of systems users and offering direction and assistance as needed.
7. Coordinates case work flow to ensure effective overall operations in the I.T. Department, including management of case escalations and communications after escalation.
8. When tasked with a project responsibility, consults with system users on specific requirements, designating priority, and scheduling follow up work.
9. Routinely inspects all supported applications, identifying potential problems and working with the IT Specialist to identify a permanent solution.
10. Escalates any persistent issue to IT Specialist or management that is causing productivity issues.
11. Performs all other duties as assigned.

MINIMUM QUALIFICATIONS

1. BS degree in Computing Sciences or equivalent. Credit will be given to candidates that do not have the relevant degrees but can demonstrate equivalent work experience of at least 2 years.
2. Must have valid, unrestricted California Driver’s license and personal vehicle insurance, and qualify for the Tribe’s vehicle insurance.
3. Problem Solving- the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
4. Customer Service-the individual manages difficult customer situations, responds promptly to customer needs and solicits customer feedback to improve service.
5. Oral Communication- the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
6. Quality Management- the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
7. Planning/Organizing- the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
8. Adaptability- the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
9. Dependability- the individual is consistently at work and on time, follows instructions, responds to management directions, and solicits feedback to improve performance.
10. Safety and Security- the individual actively promotes and personally observes safety and security procedures and uses equipment and material properly.

PREFERRED QUALIFICATIONS

1. Trade certificates in related areas.

NATIVE PREFERENCE

Preference in hiring is given to either the most qualified applicant or a Native American candidate who meets the minimum qualifications. When two (2) or more Native American candidates have comparable qualifications, the following order of preference shall apply: (1) Members of Shingle Springs Band of Miwok Indians; (2) Spouses or domestic partners (certified through Tribal Court) of members of Shingle Springs Band of Miwok Indians; (3) Parents of children of the Shingle Springs Band of Miwok Indians; (4) All other documented Native Americans; (5) All other applicants in accordance with Title 25, U.S. Code, Section 472 and 473. Applicants claiming Native preference must submit verification of Indian eligibility.