The role provides second-tier IT helpdesk support for Tribal Government users, focusing on issue diagnosis and resolution under supervision.

Provide tier-2 end-user support via phone, in person, or at remote sites; identify, diagnose, and resolve software, hardware, or peripheral issues; communicate solutions to users.
Troubleshoot, analyze, and resolve computer hardware, software, and peripheral problems.
Maintain and manage end-user accounts, including rights, folder security, and group policies within Active Directory.
Process and transmit on-demand verification reports to designated personnel.
Document, track, and monitor all computer system work orders using the IT ticketing system, capturing issue details and the final resolution.
Provide high level technical support for all IT department systems, escalating complex issues to the Tribal Government Systems Analyst II or Manager.
Offer user training or guidance as needed, with approval from the Systems Analyst II or Manager.
Coordinate timely repair of PC equipment under third-party maintenance agreements.
Perform hardware repairs for equipment not covered by third-party maintenance.
Install, configure, and test new and existing end-user computers and peripherals, including hardware and software.
Submit a daily end-of-shift report detailing completed tasks and closed work orders.
Maintain an active issues log for the next shift, noting ongoing items and any high-priority work orders.
Maintain punctual, regular attendance as required by the schedule and Pueblo Sandia attendance policy.

Solid understanding of standard IT concepts, practices, and procedures used within the department.
Effective verbal and written communication skills.
Ability to analyze complex computer problems and deliver viable solutions.
Awareness of current technology trends relevant to the role.
Strong investigative and information-analysis abilities to reach conclusions.
Capacity to evaluate emerging technologies and assess potential impact on the existing environment.
Ability to provide technical guidance and instruction on computer technologies.
Ability to plan, design, and implement computer systems and applications.
Fundamental knowledge of basic systems analysis.
Knowledge of and programming skill in at least one current scripting language.
Familiarity with a broad range of multi-user computer systems, applications, and equipment.
Demonstrated motivation and commitment to the organization.
Ability to work with network infrastructure.
Familiarity with standard IS field concepts, practices, and procedures.
Analytical, troubleshooting, and excellent telephone communication skills.
Ability to maintain confidentiality of company records, policies, and customer lists.
On-call availability as needed.
Ability to rely on experience and judgment to plan and accomplish goals.
Knowledge of Windows Server, Microsoft Exchange, Microsoft Office Suite, PBX/Voice Mail, Windows OS, and Networking Protocols is preferred.
Ability to work well with others.

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

This role uses KPIs to measure success; metrics will be shared with the team and reviewed during performance evaluations.

Balancing to maintain body equilibrium while moving on varied surfaces.
Crouching to access equipment or spaces.
Finger dexterity for typing and handling small components.
Grasping and manipulating objects with hands and palms.
Hearing to perceive sounds and communicate clearly.
Kneeling as part of equipment access.
Lifting and carrying objects between positions.
Pulling and pushing with upper extremities to move equipment.
Reaching with arms in multiple directions.
Seeing to read screens and discern details.
Walking throughout indoor and outdoor work areas.
Sitting for extended periods and standing for extended periods.
Stooping and bending at the waist as required.
Talking to convey information clearly and precisely.
Indoors work in a 24x7 on-call environment; hours may change and overtime may be required.
Potential hazards including smoke, dust, odors, noise, and exposure to common illnesses.
Work on varied floor surfaces, including carpet and concrete.
Duties may involve long periods of walking, standing, sitting, and crouching.

HELPDESK TECHNICIAN II

Job Description