Information Systems Technician

Commitment to Citizen Service: 

Service encompasses all aspects of the Pokagon Band of Potawatomi Indian’s governmental operations. Every employee shares the responsibility to provide exemplary service, dignity, and respect to all Tribal Citizens, the Tribal Council, and staff members. To this end, all employees have an obligation to identify and report any service problems, issues, or concerns and, through designated channels, initiate, recommend, and actively participate in solutions.   

Position Summary: Provide technical assistance to end-users to resolve computer problems. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, operating systems, and other peripherals. 

Essential Functions:  

Tier 1 

• Respond in-person, via telephone, or electronically to requests for technical assistance from users promptly involving hardware, software, networking issues, and peripheral and phone equipment. Includes assistance with printing, installation, word processing, electronic mail, and operating systems.
• Utilize online resources to investigate issues and possible resolution; read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems.
• Works on assignments that are moderately difficult, and which require judgment.
• Ensure all helpdesk requests and subsequent actions are taken to the point of resolution.
• Proactively identify open issues and communicate with users and departments as needed to facilitate closure.
• Notify affected employees and management when key systems are unavailable; maintain and seek efficiencies in the wide area network.
• Set up new telecommunications and computer equipment to ensure proper installation of operating systems, hardware, and appropriate software.
• Performs preventive maintenance to ensure the proper functioning of, computer systems, and peripherals.
• Maintain records of daily problems and actions taken.
• Refer major hardware/software problems or defective products to the supervisor for resolution.
• Assist in software release and rollouts according to best practices
• On-call rotation for IT Helpdesk.

Tier 2 will also include: 

• Assist with training users in the proper use of hardware and software.
• Apply diagnostic tools to aid in troubleshooting.
• Act as a subject matter expert on technology being used by the tribe.
• Develop Knowledge base and FAQ lists for end-users

Tier 3 will also include: 

• Assist with developing training materials and procedures for the proper use of hardware and software.
• Perform IT inventory and software system audits.
• Assist in conducting research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts.
• Participate as a subject matter expert for assigned projects.

Non-Essential Functions: 

• Set up and operate audio and video equipment, including microphones, speakers, video screens, projectors, video monitors, recording equipment, and related electronic equipment for events and meetings. Perform sound and video editing; digitize, duplicate, and store audio and video data. 
• Provide technical support for the website.
• Provide technical assistance for security and video surveillance cameras and key access systems.
• Perform other related functions as assigned.

Equipment: 

• Standard office equipment
• Systems used: Windows 10/11, Windows Server 2019/2022, MS Office 365, SharePoint, ServiceNow

Job Requirements:   

Tier 1: 

• High School Diploma or GED required.
• One year of experience in IT operations, Level one support or related experience, preferably in a law enforcement environment or healthcare environment and/or a degree from an accredited institution whose program of study has been recognized by the Council for Higher Education Accreditation or the US Dept. of Education.
• Ability to troubleshoot and resolve a variety of hardware, software, and peripheral problems required.
• Strong sense of service and good communication skills, both oral and written required.
• Knowledge of Windows 10/11 operating systems required.  
• Possess the knowledge, intellect, temperament, and flexibility to work effectively in a fast-paced environment.
• Experience in the configuration, installation and troubleshooting of personal computers, software, network and mobile data implementation projects for law enforcement.
• Ability to work evenings, weekends and holidays as required.
• Must have a valid driver’s license and be able to meet the minimum insurance requirements regarding driving record in order to utilize GSA vehicles.

Tier 2 will also include: 

• Associate’s Degree in field of Information Technology from an accredited institution whose program of study has been recognized by the Council for Higher Education Accreditation or the United States Department of Education or equivalent secondary education, is preferred
• Three (3) years of experience in IT operations, network troubleshooting or related experience, preferably in a law enforcement environment or healthcare environment 
• Minimum of two-year work experience in a multi-user/multi-department IT setting required.
• Assist in preventive maintenance projects and services.
• Maintain and manage IT assets with proper tracking and distribution
• Preferred knowledge of IT Health practices
• ITIL v4 Certification
• COMP TIA A

Tier 3 will also include: 

• Associate’s Degree in field of Information Technology from an accredited institution whose program of study has been recognized by the Council for Higher Education Accreditation or the United States Department of Education or equivalent secondary education, is preferred
• Five (5) years of experience in IT operations, network troubleshooting or related experience, preferably in a law enforcement environment or healthcare environment 
• Minimum of four-year work experience in a multi-user/multi-department IT setting required.
• Previous experience with the EPIC EMR system.
• Technical knowledge and experience with ServiceNow.
• Proven foundation in CJIS/CHRI laws and regulations.
• COMP TIA Network or COMP TIA Security

Indian Preference: 

• Pokagon Band Preference Code applies.

Physical Requirements: 

• Work is generally sedentary in nature and will frequently require sitting, however, standing and walking will occasionally be necessary.
• Frequently required to use hands and fingers to operate equipment and reach with hands and arms. 
• Frequently required to talk and hear. 
• Frequently required to stoop, kneel, crouch, bend, and crawl. 
• Frequently required to lift and/or move up to 50 pounds; occasionally required to lift and/or move up to more.

Work Environment: 

• General office environment. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. 
• Occasionally required to work in homes or other public locations.
• Local travel is necessary, so the ability to travel as needed is required.  

Competencies: 

• Client Focus
• Initiative
• Achievement Orientation
• Attention to Detail
• Quality Focus
• Continuous Learning
• Problem Solving
• Analytical Thinking