Senior Help Desk Technician

Grand Ronde, OR
Information Systems
03/29/2024
Grand Ronde
46.31 Hourly
36.01  Hourly
Full Time
M-F 8:00AM-5:00PM
Until Filled

Job Summary:

Serves as the first contact for Tribal employees needing technology support.  Documents, maintains, upgrades, replaces, analyzes, troubleshoots and repairs computer systems, software and computer peripherals.  Provides low-level user administration including account information updates, resetting passwords and connectivity troubleshooting.

Essential Functions:

  • Assumes responsibility for the effective completion of Help Desk functions.
  • Implements effective Help Desk policies and procedures.
  • Executes operational goals and ensures that Tribe-wide Help Desk needs are complemented and supported.
  • Develops and maintains expertise in the latest theories, principles and technical advancements through continuing education and training, research, professional journals and organizations, current literature, conferences, vendor presentations, etc.
  • Maintains computers including preparation, repair and upgrading of software and hardware.
  • Installs and/or repairs peripheral devices including memory, disk drives, modems, printers, faxes, PDA's, etc.
  • Installs and/or repairs voice and data patch cables.
  • Maintains services records and documentation of repairs, parts replacement(s), identification numbers and unit location.
  • Maintains strict confidentiality of all information encountered while performing daily tasks.
  • Assists departments with providing effective Help Desk functions and any related equipment necessary.
  • Informs supervisor of activities and of any significant issues requiring attention.
  • Works in a professional courteous manner, as a representative of the Tribe, with all customers to include vendors, Tribal employees and contractors.
  • Performs preventive maintenance on hardware and equipment at all necessary location(s).
  • Assists with systems integration(s) between new and existing systems.
  • Ensures that all Information Systems equipment and work area(s) are secured and well maintained.
  • Performs a variety of other duties as assigned by supervisor.

Education, Experience, and Licenses:  Registrations, and Certifications:

  • Requires a High School or GED and two (2) years of related work experience providing technician support on LAN and/or WAN environments.
  • OR an equivalent combination of training and experience.
  • Microsoft Office Specialist certification preferred.  Will require certification with in six (6) months of hire.
  • Must maintain a valid Oregon driver's license or obtain one upon hire, qualify for the Tribe's vehicle insurance, and provide proof of personal vehicle insurance.

Qualifications, Registrations, and Certifications:

  • Ability to obtain a Criminal Justice Information System (CJIS) security clearance within 6 months of date of hire is required.
  • Ability to obtain Emergency Operations Training Certifications for ICS-100, ICS-200, IS-700, and IS-800 within 6 months of date of hire is required.
  • Must possess analytical and problem solving skills and personal initiative, including the ability to carry out assignments with minimal supervision and pay great attention to detail.
  • Knowledge of principles and practices of computers, laptops, current Microsoft Windows operating system(s), and the current Microsoft Office productivity suite.
  • Ability to establish and maintain effective working relations in meeting and dealing with others.
  • Ability to efficiently accomplish various activities and projects simultaneously and within appropriate time constraints.
  • Ability to apply problem-solving techniques.
  • Ability to organize and maintain records, files, etc.
  • Knowledge of LINUX a plus.
  • Requires excellent verbal and written communication skills, business and telephone etiquette.
  • Must have ability to respond courteously and tactfully to complaints and client requests, and to maintain confidentiality.
  • Knowledge of and sensitivity to Native American culture required.

Environmental Factors and Conditions/Physical Requirements:

  • Continually requires the ability to express or receive detailed information or important instructions through oral communication.
  • Continually requires working with fingers rather than the whole hand or arm. Requires repetitive movement of wrists, hands and/or fingers.  Often requires walking or moving about to accomplish tasks.
  • Requires standing and/or sitting for sustained periods of time, raising objects from a lower to a higher position and/or moving objects horizontally.
  • Occasionally requires lifting of up to 75 pounds.
  • Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.
  • This position is frequently subject to inside environmental conditions which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions.
  • May be called upon to serve as a Disaster Reservist during Emergencies, or when the Tribal Emergency Operations Center is opened.
  • Local travel is occasionally required. Travel outside of the state is infrequently required.
  • Occasional after hours and weekend work may be required.

Background Check:

Candidates for this position will be subject to criminal and character background checks and may be subject to fingerprinting.