Information Technology Technician

Information Technology Technician

Under direct supervision of the Salt River Pima-Maricopa Indian Community (SRPMIC) Desktop Services Supervisor, the Information Technology (IT) Technician performs basic, routine configuration, administration and maintenance duties for desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment. This job class is treated as FLSA Non-Exempt.

Essential Functions:

Essential functions may vary among positions and may include the following tasks, knowledge, abilities, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification.

Distinguishing Features:
The IT Technician is distinguished from the Desktop Specialist I position by the level of technical knowledge, complexity of assignments, and installation/troubleshooting responsibilities. The IT technician escalates issues to and is mentored by the Desktop II and Senior Desktop Technicians.

1. Service Desk:
Follows established guidelines, expectations and answers calls from end users in a courteous, timely and efficient manner. Responds to questions and problems according to established service level agreements or forwards to more experienced staff. Logs questions, problems and records action taken in Service Desk Ticketing System.

• Participates in the on-call rotation providing 24x7 support by responding to phone calls and emails during assigned on-call period.
• Fulfills basic end-user requests for password resets, basic hardware replacement, de-provisioning of equipment, PC loaner coordination as well as supporting the efforts associated with moves, adds, changes and relocation requests.

2. Hardware/Software Installation, Configuration and Troubleshooting:
Provides basic desktop support including configuration and troubleshooting services for computers, mobile phones, Windows operating systems, application software and other related hardware and software.

• Performs basic desk side support functions as needed to support end-user issues.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.
• Installs, configures, troubleshoots and repairs desktop computers, laptop computers, printers and other peripherals.

3. Asset Management:
Follow established asset management guidelines and procedures. Uses desktop tools to query, update and track computers and ensures that all assets are properly tracked and disposed of.

4. Community/Government Events:
Provides IT support for Community or Government events as needed. May require work during non-business hours.

5. Miscellaneous:
Performs other IT job related tasks as assigned by the supervisor and/or IT management.

Knowledge, Skills, Abilities and Other Characteristics:

• Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
• Basic knowledge of Microsoft Windows (XP/Windows
  7), Office (2007/2010), anti-virus and other desktop software and tools.
• Basic knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware.

• Skill with verbal and written communication.

• Ability to develop and maintain positive and effective working relationships with all levels of the department and Community.
• Ability to communicate with customers and keep them informed on the status of projects and requests.
• Ability to interact with computer users at all levels of staff.
• Ability to lift and carry computer equipment; approximately 45 lbs.

• Education:
  
  Graduation from High School or a GED equivalent required.
• For enrolled Community members without a GED, must obtain a GED. Requires participation in the HR GED Program and successful completion of the Arizona state certified exam in order to continue employment with SRPMIC.
• Current and continuing enrollment in a program leading to AA or BA degree in Information Systems, Management Information Systems, Computer Science, Microsoft Certification or related discipline or work experience equivalent to one (1) year in a computer-related support role required.
• Experience:
  
  At least 1 year experience using Microsoft Windows (XP/Windows
  7), Microsoft Office (2007/2010) preferred.
• Equivalency:
  Equivalent combinations of education and experience that will allow the applicant to satisfactorily perform the duties of the job may be considered.
• Underfill Eligibility:
  An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

• May be required to work beyond normal work hours including nights, weekends and holidays.
• All applicants applying for jobs will be subject to Pre-Employment Drug Test and extensive Fingerprint and Background Check. In addition, all employees providing services to a campus with children will be subject to the "Community…