Senior Help Desk Technician

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.

All positions are located in the greater Grand Ronde area unless specifically noted otherwise.

If you have questions or need more info, please call: 1-800-422-0232 x-2109

Application materials must be received in Human Resources by 5pm on the closing date.

INTERNAL APPLICANTS ARE DEFINED AS:

• Grand Ronde Tribal members
• Spouse of a Grand Ronde Tribal member
• Parent or legal guardian of Grand Ronde Tribal member children.
• Current Regular Employee, past their six-month introductory period, receiving at least a "meets expectations" on most recent performance evaluation and not under disciplinary action or performance improvement within the previous six months.

For individuals that meet the minimum qualifications:

AN INTERVIEW WILL BE GIVEN IN THE FOLLOWING RANKING ORDER:

1. Grand Ronde Tribal members.
   a. (Qualified Grand Ronde Tribal members who show they meet the minimum qualifications of the position during the course of the interview process will be given first consideration for hire and the recruitment process will end)
2. Tribal member spouses, parents and/or legal guardians of Grand Ronde Tribal member children and current regular employees.