Salary : $66,444.00 - $89,696.00 Annually

Location : Scottsdale, AZ

Job Type : Full-Time

Job Number : 100149-240221

Department : Information Technology

Opening Date : 02 / 21 / 2024

Closing Date : 3 / 6 / 2024 11 : 59 PM Arizona

Definition

This is an internal recruitment and is only open to current SRPMIC employees only.

Under direct supervision of the Information Technology (IT) Department's Service Desk Supervisor, the Desktop Specialist I performs basic to moderately complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment.

This job class is treated as FLSA Non-Exempt. This is a driving position.

Essential Functions : Essential functions may vary among positions and may include the following tasks, knowledge, 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 Desktop Specialist I is distinguished from the IT Technician and Desktop Specialist II positions by the level of technical, problem solving skills, knowledge, complexity of assignments, project roles and responsibilities, leadership and mentoring responsibilities.

The Desktop Specialist I provides assistance as needed to the IT Technician, and escalates issues to the Desktop Specialist II and Senior Desktop Specialist.

This position must have a broad understanding of information technology, the ability to adapt and constantly learn new technologies.

Must be able to deal with ambiguity and constant change and must possess the ability to function independently and collaborate effectively on a team.

Examples of Tasks

1. Job Assignments : A Desktop Specialist I can be assigned to one or more job assignments as needed to maintain alignment with the needs of customers and the Community.

Phone Support : This assignment will provide support exclusively from their desk via phone calls, email, instant messaging and remote tools.

Triages calls as quickly as possible, striving for and providing first call resolution and escalating to Desk Side Support as necessary.

Must have the patience and willingness to walk customers through problem troubleshooting and resolution over the telephone.

• Logs in and out of the Cisco UCCX phone system to answer and track calls.
• Follows phone scripts to provide consist user experience to customers.
• Multitasks to answer emails while taking phone calls in parallel, all while maintaining a high level of customer service.
• Desk Side Support : Travels to customer locations to perform troubleshooting and issue resolution. Works tickets that are escalated from Phone Support.
• Project Support : Actively participates as a resource on IT projects such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.

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

This includes, but is not limited to, weekly Tribal Council Meetings.

3. Customer Desktop Support & Service : Acts as liaison with, and provides training and support to, customers on equipment operation and other technical issues relating to hardware, software, and networks.

• Provide exemplary customer service for basic to intermediate level (Tier 1 and 2) desktop support including, but not limited to, configuration and troubleshooting for computers, mobile devices, peripherals, Windows and Macintosh operating systems, business application software and other related hardware and software.
• Creates tickets for all incidents and service requests regardless of medium requested.
• Maintains ownership of tickets and assignments through resolution, provides timely feedback on progress to the customer and fully documents all activities and tasks in the ticket.
• Reviews escalated tickets for call backs, providing documentation with detailed notes.
• Prioritize daily workload to ensure tickets are updated and assignments are completed within Service Level Agreements.
• Fulfills customer requests for password resets, hardware replacement and PC loaner equipment, as well as supports the efforts associated with moves, adds, changes and relocation requests.
• Researches and analyzes issues, determines underlying causes and provides solutions for routine technical issues.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.

4. IT Asset Management : Follows established asset management guidelines and procedures. Uses desktop tools to query, update and track computers and ensures that all SRPMIC assets are properly tracked thru their lifecycle.

5. Knowledge Management System : Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.

6. Special Projects : Performs a variety of ad hoc special projects as assigned by the Service Desk Supervisor.

7. Miscellaneous : Performs other IT job related tasks or assignments as needed assigned by the Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director / CIO to support customers and the Community.

Knowledge, Skills, Abilities and Other Characteristics :

• Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
• Working knowledge of Microsoft Windows OS (Windows 7 and 10), Office (2013 and 2016), anti-virus and other desktop software and tools.
• Working Knowledge of Apple macOS and IOS hardware and operating systems.
• Working knowledge of configuring and troubleshooting Windows and Apple based desktop computers, laptop computers, printers, mobile devices, and other related hardware.
• Basic working knowledge of Microsoft Active Directory Services and Group Policy.
• Basic knowledge of networking concepts.
• Skill with excellent verbal and written communications.
• Skill with Service Desk policy and procedures.
• Ability to provide excellent customer service, always keeping the customer in mind in anything you do.
• 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 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 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 lift and carry computer equipment; approximately 45 lbs.

Minimum Qualifications

Education : Graduation from High School or a GED equivalent is 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.

Experience : At least one (1) year work experience installing and supporting desktop computers and related operating systems, software and peripherals in a government or enterprise environment is required.

• The following experience is required :
• CompTIA A Certification is required.
• HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire is required.
• Dell hardware certification or the ability to achieve Dell certification within 6 months of hire is required.
• The following experience is preferred :
• Apple Certified Support Professional Certification
• One (1) Year of JAMF Administration
• One (1) year of telephone based, technology related customer support.
• Enterprise desktop management system such as Microsoft System Center Configuration Manager, JAMF, Altiris, CA, LAN Desk.
• Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
• Installation, configuration and troubleshooting of network multifunction devices.

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

Special Requirements

• Maybe be required to work beyond normal work hours including nights, weekends and holidays.
• 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).
• Must possess and maintain a valid Arizona Driver's License.

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background / fingerprint check.

SRPMIC is an Equal Opportunity / Affirmative Action Employer" Preference will be given to a qualified : Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required : 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.

D at time of application submission),3) Spouse of a Community Member (Marriage License / certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods :

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date.

The IHS / BIA Form-4432 is not accepted.

Your Tribal ID / CIB must be submitted to HR-Recruitment-Two Waters.

The SRPMIC offers a comprehensive benefit package including medical, dental, vision, life, disability insurance, and a 401(k) retirement plan.

In addition employees enjoy vacation and sick leave and 13 paid holidays.

Last updated : 2024-03-07