Helpdesk Technician Ii

Job Details

Job Location:

Albuquerque, NM 87113

Position Type:
Full Time

Salary Range: $31.03 - $38.78 Hourly

Job Shift: Any

Job Category: IT

Tribal Government Helpdesk Technician II will be a 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 IT ticketing software to ensure a timely resolution to end-users.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

• Via telephone or in-person; in the Information Technology (IT) 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.
• Troubleshoots, analyzes and resolves computer systems hardware, software, and peripherals issues.
• Maintains and supports end-user account information to include the individual rights, security of the folders, and group policies, in Active Directory.
• Processes and transmits on-demand verification reports to appropriate personnel.
• Documents, tracks, and monitors all computer system work orders through the IT ticketing 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 Information Technology (IT) department; including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the Tribal Government Systems Analyst II, Systems Analyst Manager.
• Provides assistance or training to all end-users where and when required, with the approval of the Tribal Government Systems Analyst II or the Systems Analyst Manager.
• 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, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
• Completes a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
• Creates 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.

• Performs other duties as assigned by the Tribal Government Systems Analyst II or Systems Analyst Manager.

This position has Key Performance Indicators (KPIs) identified as a measurement of success. KPIs will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPIs as part of the performance review process.

• Knowledge of commonly used concepts, practices, and procedures within the Information Technology (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 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 an 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…