Job Description
Qualifications
Knowledge of computer systems, mobile devices, and other technology products
Ability to diagnose and resolve basic technical issues
Good problem-solving, analytical, and teamwork skills
Able to read, understand, and apply information in technical manuals and journals
Able to communicate well both verbally and in writing with users, co-workers, and management
Able to follow direction of the Help Desk Administrator and upper management
Able to travel out of town occasionally to support field workers and to attend training
High School Diploma or Equivalent
3 years related experience
Associate degree from an accredited college in computer networking, computer science or a closely related field may substitute for one year of the required work experience
Industry standard certification such as MCP or CCNA may substitute for one year of the required work experience
UNUSUAL PHYSICAL REQUIREMENTS OR RESTRICTIONS
The majority of work is performed in a professional office setting and is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 40 lbs
Travel on small aircraft or ferry may be required
Tlingit & Haida requires a criminal background check be conducted on all employees
Benefits
Salary Grade(s): 7-8
Hours of Work: M-F, 8:00 am – 4:30 pm
Responsibilities
The Help Desk Technician will respond to customer inquiries to provide technical assistance and support via phone, in-person, or remotely related to computer systems, hardware, and software
Reports To: IT Manager
Supervises: N/A
Respond to help desk tickets via phone, email, in-person, or through remote access
Maintain and optimize the operating systems and configurations of workstations
Provide technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
Record events, problems and their solutions in the help desk ticketing system
Assist the Help Desk Coordinator
Perform routine user account administration
Provide hardware and software training to individuals and groups
Maintain the IT knowledge base and end user documentation
Other duties as assigned
Other Authority: TBD
Job description
POSITION DESCRIPTION
Help Desk Technician
INFORMATION
Job Class: Technician
Type of Position: Non-Exempt
Location of Work: Juneau, AK
Salary Grade(s): 7-8
Hours of Work: M-F, 8:00 am – 4:30 pm
Employment Category: Regular, Full-Time
PURPOSE
The Help Desk Technician will respond to customer inquiries to provide technical assistance and support via phone, in-person, or remotely related to computer systems, hardware, and software.
REPORTING RELATIONSHIPS
Reports To: IT Manager
Supervises: N/A
ESSENTIAL FUNCTIONS
• Respond to help desk tickets via phone, email, in-person, or through remote access
• Maintain and optimize the operating systems and configurations of workstations
• Provide technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Record events, problems and their solutions in the help desk ticketing system
• Assist the Help Desk Coordinator
• Perform routine user account administration
• Provide hardware and software training to individuals and groups
• Maintain the IT knowledge base and end user documentation
• Other duties as assigned
DECISION MAKING AUTHORITY
Spending Authority: TBD
Other Authority: TBD
NECESSARY SKILLS AND KNOWLEDGE
• Knowledge of computer systems, mobile devices, and other technology products
• Ability to diagnose and resolve basic technical issues
• Good problem-solving, analytical, and teamwork skills
• Able to read, understand, and apply information in technical manuals and journals
• Able to communicate well both verbally and in writing with users, co-workers, and management
• Able to follow direction of the Help Desk Administrator and upper management
• Able to travel out of town occasionally to support field workers and to attend training
MINIMUM QUALIFICATIONS (education, experience, skills)
• High School Diploma or Equivalent
• 3 years related experience
Substitution:
• Associate degree from an accredited college in computer networking, computer science or a closely related field may substitute for one year of the required work experience
OR
• Industry standard certification such as MCP or CCNA may substitute for one year of the required work experience
UNUSUAL PHYSICAL REQUIREMENTS OR RESTRICTIONS
The majority of work is performed in a professional office setting and is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 40 lbs. Travel on small aircraft or ferry may be required.
CONDITIONS OF HIRE:
• All employment at Tlingit & Haida is “at will”. This means that the employee or Tlingit & Haida may terminate employment at any time and for any reason. Unless specified in writing, no term of employment is expressed or implied for this position.
• Tlingit & Haida is a no tolerance workplace. All regular employees may be required to pass a pre-employment and subsequent random drug and alcohol screening to be eligible for and maintain employment.
• Tlingit & Haida requires a criminal background check be conducted on all employees. All employment offers are conditional until federal criminal background check results verify your eligibility to work for Tlingit & Haida.
