IT Deskside Technician

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

HUALAPAI PREFERENCE

Position: Deskside Technician

Department: IT

Classification: Non-Exempt

Salary Range: NE5

Supervisor: Director of Information Technology

Disclaimer: Position Description is not meant to encompass all aspects of position; other duties may be assigned.

Position Summary:

The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Duties & Responsibilities:

1. Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

2. Able to support a variety of devices at our primary office and at all remote business locations.

3. Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.

4. Write technical specification for purchase of end-user devices and related products.

5. Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

6. Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

7. Record and manage equipment sent to repair depots for equipment under warranty or service contract.

8. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.

9. Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

10. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.

11. When required, administer and resolve issues with associated end-user workstation networking software products.

12. Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

13. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.

14. Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.

15. Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

16. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

17. Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

18. If necessary, liaise with third-party support and equipment vendors.

19. Contribute to a positive and productive team environment and assist co workers in handling issues or difficult or unhappy guests, both internal and external.

20. Ensure that all communications are shared with team members in a timely and accurate manner, as appropriate.

21. Keep the Director of IT apprised of all issues and concerns.

22. Perform other work-related duties as assigned.

Knowledge and Abilities:

1. Excellent technical knowledge of hardware and PC internal components.

2. Demonstrated ability to take a hands-on approach to the troubleshooting process.

3. Working technical knowledge of current protocols, operating systems, and standards.

4. Ability to operate tools, components, and peripheral accessories.

5. Ability to read and understand technical manuals, procedural documentation, and OEM guidelines.

6. Ability to research into PC issues and products as required.

7. Strong written and oral communication skills, as well as interpersonal skills and relationship building techniques.

8. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

9. Demonstrated ability to communicate in a clear, concise manner and handle escalated issues or team members/guests that are not happy. Ability to remain calm and focused under pressure.

10. Demonstrated ability to participate in a team environment, multi-task efficiently and maintain positive working relationships. Excellent organizational skills.

11. Knowledge of Grand Canyon West locations and operations, Hualapai River Running and Hualapai history and culture.

Qualifications:

1. Bachelor’s degree in computer science, business administration, or another related field, required.

2. Minimum of two (2) years experience in an Information Technology or Information Systems department at an organization with multiple remote business locations, required.

3. In lieu of a Bachelor’s degree, minimum five (5) years experience in an Information Technology or Information Systems department at an organization with multiple remote business locations, required.

4. Ability to work effectively and efficiently both as an individual and as part of a team.

5. Strong verbal and written communication skills, as well as strong interpersonal and organizational skills.

6. Experience working for a Tribal entity, preferred.

7. Preference given to Hualapai Tribal members.

Physical Demands:

1. While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.

2. The Team Member must be able to concentrate for prolonged periods.

3. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

4. The Team Member must be able to communicate effectively in person or using telecommunications equipment.

5. Must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.

6. Frequently lift and/or move up to 30 lbs.

Conditions of Employment:

1. Must be able to provide authorization to work in the United States.

2. Must be at least 18 years of age.

3. Must possess a valid drivers license with a clean driving record, and be able to obtain approval to operate a company vehicle.

4. Must be available to work on-call 30 days per month.

5. Must comply with the GCRC Team Member Handbook, internal policies and procedures, and all rules and regulations set within GCRC and the Tribe.

Working Conditions:

Work environment will be an indoor restaurant and office setting, with occasional assignments in outdoor environments in multiple business locations. This will involve exposure to extreme weather conditions including, but not limited to: heat, cold, wind, rain, and snow. Occasional travel (local and statewide) for meetings, assignments, and regular job tasks. Extended and irregular hours, evenings, weekends, and holidays may be needed on occasion to meet business needs. Must be able to perform under pressure and work under stressful conditions. May be exposed to the risks associated in attempting to resolve issues with irate Team Members, both current and former.