IT Help Desk Technician

Join the Ponca Tribe of Nebraska in an onsite Information Technology role supporting end users with reliable, practical help. This full-time position offers an opportunity to grow through a structured Help Desk Technician career path across Tier I, Tier II, and Tier III, with pay grades ranging from $21.97 to $40.11 per hour based on tier. You will work in a primarily office environment with occasional travel, collaborating with directors, managers, other IT staff, and external entities. The role is non-exempt and reports to the Executive Director of Information Technology.

What you’ll do

As the first point of contact, you will provide technical support for computer systems, software, and hardware through phone, in person, or remotely. Responsibilities increase by tier, with core duties including issue troubleshooting, documentation, and follow-up when needed.

• Tier I: Provide Level 1/basic IT support and serve as the first point of contact via phone, email, or the help desk system.
• Tier I: Troubleshoot, diagnose, and resolve basic hardware and/or software issues.
• Tier I: Provide quick resolutions with excellent customer service, document issues and resolutions, and follow up and train users when necessary.
• Tier I: Install and configure computer hardware, software, systems, networks, and peripherals, and provide information on IT products and services.
• Tier II: Perform Level 2 troubleshooting support, assist in training and mentoring Tier I technicians, and support system administration duties for networks, servers, and software systems.
• Tier II: Assist with user account management.
• Tier III: Provide Level 3 expert support, assist in training and mentoring across Tier I and Tier II, and oversee group policies.
• Tier III: Support Active Directory/EntraID and user permissions, and assist with network security, backups, and improving the organization’s IT security posture.

Minimum qualifications

• Tier I: High School Diploma or equivalent; knowledge of Microsoft Office 365, Microsoft operating systems, mobile devices, networking, and multimedia.
• Tier I: Ability to coordinate and prioritize multiple tasks with attention to detail and quality under minimal supervision.
• Tier I: Valid driver’s license and be insurable; successfully pass drug and alcohol testing, motor vehicle, education, character, and criminal background checks; able and willing to travel.
• Tier II: All Tier I minimum qualifications plus two years of experience in a Help Desk Technician I role (or equivalent) and two years diagnosing and resolving basic technical issues.
• Tier II: Prepared to provide Level 2 support; proven track record of customer service and resolving user IT issues.
• Tier III: All Tier I and Tier II minimum qualifications plus two years in a Help Desk Technician II role (or equivalent) and two years troubleshooting advanced technical issues.
• Tier III: Prepared to provide Level 3 support and expert IT support; Associate’s degree or certification from Microsoft, Google, Amazon, Cisco, HP, or another equivalent technology provider.

Preferred qualifications

• Associate’s degree or Bachelor’s degree in Computer Science or equivalent field.
• Experience working on an IT help desk and using remote support tools.
• Experience with Office 365, Active Directory, EntraID, remote desktop, cloud, VoIP, encryption, VPN, LAN, WAN, and wireless.
• IT relevant certifications.
• One year of experience working with Native Americans or Native American organizations.
• Knowledge and understanding of Public Law 93-638 (Indian Self-Determination Act), Tribal organizations, and funding opportunities.
• Preference will be given to Ponca Tribe of Nebraska members or members of a federally recognized tribe; all qualified individuals are eligible.

Working conditions

• Physical requirements include carrying/lifting up to 5 pounds frequently, up to 10 pounds regularly, and up to 45 pounds occasionally.
• Visual acuity, speech, and hearing; hand and eye coordination and manual dexterity to drive an automobile and operate a computer keyboard and basic office equipment; subject to carrying, lifting, twisting, and reaching.
• Primarily office environment, with occasional travel to other locations.

Position details: Help Desk Technician I, II, or III; Division and Department: Information Technology; Full-Time; Non-Supervisory (no supervisory duties). Ponca Tribe of Nebraska is an at-will employer. Tribal Council Approval: 08/17/2026.