Description

The Helpdesk Technician serves as the first point of contact for end users seeking IT assistance. This entry-level role focuses on troubleshooting basic hardware, software, and account issues, escalating complex problems to higher-level IT staff when necessary. The Helpdesk Technician plays a critical role in delivering timely, courteous, and effective technical support to ensure staff can work productively and securely.

Essential Duties and Key Responsibilities

End-User Support

• Respond to incoming service desk tickets, phone calls, email, or chat requests.
• Provide basic troubleshooting and support for desktops, laptops, printers, and mobile devices.
• Assist with Microsoft 365 account access (password resets, MFA issues, mailbox access).
• Support end-user onboarding and offboarding (account setup, workstation preparation, software installation).
• Troubleshoot connectivity issues such as Wi-Fi, VPN, and basic network access.
• Provide first-level support for business applications (e.g., Teams, Outlook, Freshservice, NinjaOne).
• Escalate unresolved issues to IT Support Specialists or Systems Administrators as appropriate.

Operational Tasks

• Document all support interactions and resolutions in Freshservice.
• Track hardware/software assignments in the IT asset management system.
• Assist with software updates and endpoint security compliance.
• Perform routine checks on shared printers, copiers, and other peripherals.
• Provide users with basic training and “how-to” guidance.

Collaboration

• Work closely with IT staff to identify recurring issues and suggest process improvements.
• Assist in maintaining a knowledge base of common issues and resolutions.
• Participate in departmental meetings and training sessions.

Skills & Abilities

• Familiarity with Windows 10/11 and Microsoft 365 applications.
• Basic understanding of computer hardware (PCs, laptops, printers).
• Exposure to IT service desk or customer service environments preferred.
• Willingness to learn ticketing systems (Freshservice) and RMM tools (NinjaOne).
• Awareness of cybersecurity best practices and safe end-user computing (KnowBe4).
• Good verbal and written communication skills.
• Strong customer service orientation; patient and approachable when assisting end-users.
• Ability to explain technical concepts in user-friendly, non-technical language.
• Demonstrates professionalism in all interactions and communications.
• Collaborative and team-oriented mindset.
• Analytical and problem-solving skills with keen attention to detail.
• Ability to read and follow technical manuals, procedural documentation, and vendor guides.
• Good organizational skills; able to manage multiple tasks effectively.
• Self-motivated and able to prioritize tasks in a fast-paced environment.
• Dependable, punctual, and detail-oriented.
• Willingness to learn new technologies and processes.
• Able to work under direction in a team environment.
• Handles sensitive and confidential information appropriately.

Education and Experience

Required:

• Must be at least 18 years of age.
• Minimum education of high school diploma or GED will be verified.
• All offers are contingent upon signing a confidentiality agreement and satisfactory completion of drug screening and background checks. Employer observes federal standards for controlled substances, including cannabis.
• Required to possess a valid driver’s license and maintain a driving record that is satisfactory to the Tribe’s insurance carrier.

Preferred:

• Associate degree in Information Technology or related field preferred but not required.
• Certifications preferred but not required for hire:
  • CompTIA IT Fundamentals (ITF ) or A
  • Microsoft 365 Fundamentals (MS-900)

Physical Requirements

• 40-hour onsite work week with limited on-call availability (rotating, evenings/weekends as required).
• Work performed in an environment with exposure to varying degrees of noise, low lighting, and cool and hot temperatures, 65 to 85 degrees.
• Ability to remain seated for prolonged periods (e.g., computer work).
• Physical ability to stand, walk, stoop, bend, reach.
• Occasional lifting, pushing or pulling up to 40 pounds.
• Sufficient hand-eye coordination, dexterity of hands and fingers to handle equipment hand tools and technical materials
• Hearing ability sufficient to perceive and respond to oral communications and ambient sounds.

Compensation: The hiring range for this position is from $20 to $25 on an hourly basis.  The compensation offered within this range will be based on the candidate’s experience, education and demonstrated ability to meet the responsibilities of this position.

Who We are as a Tribe

The Habematolel Pomo of Upper Lake is a federally recognized Native sovereign nation. Our primary purposes relate to the overall well-being of our Tribal Members and our families. We have active programs and relationships with our Pomo tribal neighbors in Lake County, California that will help us preserve our Pomo culture. Many of these activities help us rediscover lost traditions and spiritual beliefs and help revive our dying languages.  Because we know that the world is different from when our ancestors were here, our Tribe works very hard to learn other ways of achieving economic self-sufficiency. We engage in a variety of economic development strategies which would not only benefit our families but also our neighbors. We strive to make sure that wherever we do business, it is done in a manner that respects our neighbors and the larger community’s needs. In this vein, our Tribe looks forward to working with you.

Indian Preference

Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. § 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. § 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application. 

Qualifications

Salary : $20 - $25