Vacancy expired!
- Must be Vaccinated
- Phone Support: This assignment provides desk-based support to customers via phone calls, email, instant messaging and remote tools. Triages calls as quickly as possible while striving for, and providing, first call resolution and escalating to Desk Side Support as necessary. Must have the patience and willingness to assist customers with problem troubleshooting and resolution over the telephone.
- Desk Side Support: Travels to customer locations to perform troubleshooting and issue resolution. Works tickets that are escalated from Phone Support.
- Assists less experienced Desktop Services staff with problem resolution and ensures that appropriate escalation procedures are followed. Provides related training as required.
- Coordinates resolution of PC-related issues with other IT divisions. Communicates information related to support processes or procedures to Level I support staff.
- Takes ownership of priority 1 and priority 2 problems that impact the entire organization or department and performs root cause analysis.
- Project Support: Actively participates as a resource on IT projects and may be called on to lead efforts, such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.
- 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. Coordinates any third-party vendor repair, installation or deployment services as necessary.
- Works with Desktop Services management to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment.
- Creates, documents and performs Quality Assurance (“QA”) testing of departmental computer configurations.
- Assists assigned Project Managers in planning and execution of complex technology rollouts.
- Mentors SRPMIC staff and customers on Desktop Services processes and protocols.
- Provides training as needed to SRPMIC IT staff and on the use of desktop tools, products, and procedures.
- Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of.
- Performs periodic audits of assets and is responsible for asset inventory accuracy.
- This includes, but is not limited to, weekly Tribal Council Meetings.
- Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
- Expert knowledge of Microsoft Windows OS (Windows 7 and 8), Office (2010 and 2013), anti-virus and other desktop software and tools.
- Expert knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware.
- Knowledge of Microsoft Active Directory Services and Group Policy.
- Knowledge of networking concepts, protocols and products.
- Knowledge of Microsoft Solutions Framework or other project management methodology.
- Knowledge and understanding of ITIL concepts
- Skill with Service Desk procedures and problem resolution.
- Skill resolving software installation problems.
- Skill with verbal and written communications.
- Ability to provide excellent customer service, always keeping the customer in mind in all actions.
- Ability to critically think, triage/diagnose and troubleshoot problems in a timely fashion.
- Ability to manage and prioritize time on a daily basis to accomplish tasks and projects.
- Ability to communicate with customers and keep them informed on the status of projects and requests.
- Ability to create, maintain and share process documentation.
- Ability to interact with computer users at all levels of staff and provide one-on-one instruction.
- Ability to provide leadership mentoring and direction to other Desktop Services staff.
- Ability to keep up with the changing trends in the Desktop and IT industry.
- Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
- Ability to lift and carry computer equipment; approximately 45 lbs.
- 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.
- A Bachelor’s degree from an accredited college or university in Information Systems, Management of Information Systems, Computer Science, Software Engineering or related discipline is preferred but not required.
- The following experience is required:
- CompTIA A+ Certification.
- CompTIA N+ Certification.
- Current Windows Operating System Certification or the ability to achieve Windows Operating System Certification within 6 months of hire.
- HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire.
- Dell hardware certification or the ability to achieve Dell certification within 6 months of hire.
- Enterprise desktop management system such as Microsoft System Center Configuration Manager, Altiris, CA, LAN Desk.
- Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
- Desktop imaging and deployment tools such as Microsoft System Center Configuration Manager, Ghost Enterprise or LAN Desk.
- Installation, configuration and troubleshooting of network multifunction devices.
- One (1) year of telephone based, technology related customer support.
- Will be required to work evenings and weekends.
- Participates in on-call rotation providing 24x7 support. Responds to phone calls and emails and documents all tickets during assigned on-call period.
- May be required to complete a Salt River Police Department (SRPD) background check and polygraph examination.
- May be required to receive and maintain a Salt River Pima-Maricopa Indian Community, Community Regulatory License and State Certification (ADOG).
- 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 Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”
- ID: #44106650
- State: Arizona Scottsdale 85250 Scottsdale USA
- City: Scottsdale
- Salary: $60,000 - $70,000
- Job type: Permanent
- Showed: 2022-07-15
- Deadline: 2022-09-11
- Category: Et cetera