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 Track-IT software to ensure a timely resolution to end-users.
Supervised by the Technical Services Supervisor or the Tribal Government Systems Analyst II.
Major Duties and Responsibilities
Via telephone or in-person; In the MIS 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
Have the ability to troubleshoot, analyze and resolve computer systems hardware, software, and peripherals issues.
In active directory be able to maintain and support end-user account information to include the individual rights, security of the folders, and group policies.
Process and transmit on-demand verification reports to appropriate personnel.
Document, Tracks, and Monitors all computer system work orders through the Track-IT 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 MIS department; including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the Tribal Government Systems Analyst II, Technical Services Supervisor.
Provides assistance or training to all end-users where and when required, with the approval of the Tribal Government Systems Analyst II or the Technical Services Supervisor.
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, Set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
Responsible to create 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.
Perform other related duties as assigned by the Tribal Government Systems Analyst II or Technical Services Supervisor.
Secondary Duties and Responsibilities
Knowledge, Skills and Abilities
Knowledge of commonly-used concepts, practices, and procedures within the IT Department.
Ability to communicate effectively, both verbally and in writing.
Ability to analyze complex computer problems and provide solutions.
Knowledge of current technological developments/trends in area of expertise.
Ability to investigate and analyze information and to draw conclusions.
Ability to evaluate emerging technologies and identify their potential impact within the existing environment.
Ability to provide technical guidance and instruction on the use of computer technologies.
Ability to plan, design, and implement computer systems and applications.
Fundamental knowledge of basic systems analysis.
Knowledge of, and programming skill in, at least one technologically current scripting language.
Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment
Ability to exhibit a strong motivational commitment to the organization.
Ability to work with network infrastructure.
Familiar with standard concepts, practices, and procedures within a IS field.
Possess analytical, troubleshooting and excellent telephone communication skills
Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
Ability to be on call whenever needed.
Ability to rely on experience and judgment to plan and accomplish goals.
Knowledge of the following applications or systems is preferred:
Windows 2003 Server
Microsoft Exchange Server 2003
Microsoft Office Suite (Word, Excel, Access…)
PBX/Voice Mail Support
Minimum Qualifications, Education and Experience
Employees degree in Information Technology, MIS, CIS, IT or related. Work experience maybe substituted for education on a year for year basis.
Three (3) years of desktop and or network support experience in a Windows environment.
MSCE. CCNA or other professional certification required
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