Description

Under general supervision of supervisor, responsible for first response in answering, commenting, and replying to open incidents in the help desk. Ability to identify and organize tickets according to priority and forward tickets to techs/engineers. Strong aptitude in OS repairs, Spyware removal, virus removal, hardware, troubleshooting, and upgrades. Assist support staff with fieldwork as needed. Sets up and operates computer and machinery peripheral to computer for purpose of providing information to requesting clients. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to read and comprehend instruction manuals to make minor repairs to computer equipment.

This role provides maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware/software solutions, and supporting the internal IT Helpdesk. Will be responsible for administration and internal support of the company’s PCS, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.

Essential Duties:

• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.

Additional Duties:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Document internal procedures.
• Assist with onboarding of new users.
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment. 
• Maintain inventory of all equipment, software, and software licenses. 
• Report issues to the Service Desk for escalation. 
• Assign users and computers to proper groups in Active Directory. 
• Perform timely workstation hardware and software upgrades as required. 
• Able to react to change productively and handle other essential tasks as assigned. 

Requirements

• Experience with computer workstation and laptop troubleshooting, printer repair, computer hardware, phones, PDAs, and faxes.
• Strong aptitude in OS repairs, spyware and virus removal, hardware, upgrades, and troubleshooting.
• Ability to read computer instruction manuals and comprehend directions therein in order to remedy minor computer equipment malfunctions.
• Knowledge of computer logic to perform tasks listed under principal duties, and responsibilities.
• Knowledge of methodology to run computer systems and to troubleshoot minor computer equipment malfunctions.
• Knowledge of computer systems hardware and software including Windows and MS Office. 
• Experience with end users and excellent customer service skills.
• Machine, Tools, and/or Equipment Skills: MS Office; Windows XP; Windows 7; Windows Server 2008.
• Interpersonal skills necessary to train others in computer systems.
• Ability to communicate problems with supervisors as they become known.
• Must maintain confidentiality.
• Ability to meet deadlines.
• Ability to always provide customers with outstanding customer care and service.
• Additional or different functions may be assigned from time to time.
• Can get along with other co-workers or peers without exhibiting behavioral extremes.
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking to others.
• Respond appropriately to criticism from a supervisor.

Education & Experience:

Education Required:

• Associate’s degree in computer science or related field, or 2 years of helpdesk experience required. Two or more years of experience may be considered as a substitute for degree requirement.

Education Preferred:

• Bachelor’s degree in computer science preferred.

Experience:

• 2 years of helpdesk experience is required.

Certifications/Licenses:

• MCP certificate or course work towards MCSE preferred.

Other Requirements:

• Must be able to pass a thorough pre-employment background investigation.
• Must agree to be subject to the Tribe's Controlled Substance and Alcohol Testing Policy to include pre-employment screening.

Work Environment:

The work environment includes an office environment in a controlled atmosphere building. Work requires extensive work using a computer. Responsibilities may require evening and weekend work in response to the needs of the systems being supported. Remote or hybrid work arrangements may be possible in accordance with the Tribe’s Telecommuting Policy.

Tribal Preference Policy:

The Snoqualmie Indian Tribe follows the Tribal Hiring Preference as outlined in tribal policies, including the Tribal Employment Rights Ordinance (TERO). TERO sets forth certain hiring preferences for qualified individuals who are enrolled in a federally recognized Indian tribe, as well as, in some cases, preference for certain family members of those individuals.

Additional Information:

• Hourly, compensation will be determined based on experience and starts at $25.81 per hour.
• This position is a regular full-time position and employment is at will.

Location:

• Snoqualmie, WA 

Benefits:

• First of the month following date of hire - competitive medical, dental, vision, life, and disability insurance benefits for all regular full-time employees.
• After 90 days - 401k retirement plan with employer matching contributions up to 4%.
• Paid Holidays - Up to 18 paid holidays are offered every calendar year, which includes the workdays between Christmas Eve and New Year’s Day.
• Paid Time Off – Employees accrue 12 days sick and vacation leave respectively. Increases based on years of service.

Additional Perks:

• Additional time off opportunities available including bereavement, military, parental and jury duty.
• Childcare subsidy for children enrolled full-time in the Snoqualmie Tribe Child Development Center.
• Employee discounts at Snoqualmie Casino (tickets/events, gift shop and restaurants), Salish Lodge & Spa (rooms, spa & dining) and Crescent Market (gas discount card).
• Third party perks include movie tickets, theme parks, shows and attractions & more.
• Employee assistance plans.