IT Helpdesk Technician

2 weeks ago

Phoenix, United States Native American Connections Full time

Salary Range: $58,000. - 65,000.

***:
**RESPONSIBILITIES**:

- Monitor and respond quickly, effectively, and professionally to requests and issues, partnering as needed with other IT team members.
- Work independently to stay on task, prioritize urgent issues, and send communications to the necessary parties.
- Utilize standard IT Request Management software to record, monitor, redirect, and escalate tickets assigned to the queue and process first-in first-out based on priority.
- Utilize standard IT Wiki software to document processes, procedures, systems, and services, to preserve and grow Help Desk knowledge, and maintain inventory of all equipment, software, and software licenses.
- Ensure that each workstation in the facility has a working computer, monitor, keyboard, mouse, phone, and any additional specialized equipment.
- Install, configure, maintain, and repair IT equipment following IT standard processes and procedures; assist remote users that are using company-issued equipment and telephony devices.
- Assist users across all levels of the organization with both onsite and remote work, troubleshoot technical issues and collaborate with other team members when needed.
- Perform assigned activities and tasks on schedule following IT standard processes and procedures.
- Periodically learn new technical skills on the job and attend relevant training throughout the calendar year.
- Occasional after-hours work required.
- Other duties as assigned.

**SKILLS / EDUCATIONAL / WORK EXPERIENCE REQUIRED**:

- Detail-oriented with strong organizational skills and ability to follow processes.
- Outstanding verbal and written communication skills
- Exercises sound judgment and motivated to meet deadlines.
- Ability to prioritize, be resourceful and manage changing priorities.
- Ability to work independently and complete tasks within established deadlines.
- Ability to work well with others in a team approach.
- Ability to be thorough and pay great attention to detail.
- Ability to protect proprietary and patient data.
- Ability to maintain professionalism and ethics.
- Knowledge of health care privacy laws (HIPAA, HITECH, etc.).
- Demonstrate critical thinking, problem-solving, organizational and time management skills.
- Strong interpersonal skills with an ability to work effectively with a wide range of people, teams, managers, supervisors, and vendors.
- Ability to take responsibility and accountability for actions and the results of actions.
- Excellent written and oral communication skills.
- Excellent customer service skills.
- Maintain NAC’s Core Values when performing job functions and when interacting with NAC staff and partners.
- Associate or bachelor’s degree in computer science preferred.
- Microsoft Office (Word, Outlook, Excel) and/or Microsoft 365 experience.
- Ability to complete basic desktop and laptop PC/Mac troubleshooting, including new set up and swapping out cables, RAM, and peripherals.
- Basic knowledge of printer set up and troubleshooting.
- Active Directory and Group Policy familiarity.
- Web Browser Configuration Experience: Chrome, and MS Edge are our primaries.
- Familiarity with Server and Network terminology.
- PC imaging, configuration, and repair experience is a plus.
- Ability to effectively communicate and troubleshoot with non-technical end users across all levels of the organization while maintaining both a sense of urgency, and a calm and professional demeanor.
- Experience in working with the Native American population preferred.

**NATIVE AMERICAN PREFERENCE**: Preference is given to qualified Native American Applicants in accordance with the Indian Preference Act. If claiming a preference, a copy of valid documentation will be necessary.

**DRUG FREE WORKPLACE**: Native American Connections is a drug-free workplace with safety-sensitive jobs. Use of alcohol and legal or illegal drugs may impair and alter employees' judgement resulting in increased safety risks, workplace injuries, and faulty decision making. Reporting to work at NAC after use of alcohol, a controlled substance, or abuse of any other substance is absolutely prohibited.

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