Helpdesk Technician I

Position Summary

The Help Desk Technician I will be the first tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist help desk technicians II; pass more complex end-user problems on to help desk technician II; Documents, Tracks and Monitors all computer system work requests through the use of the IT ticketing software to ensure a timely resolution to end-users.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Via telephone or In-person; identifies, diagnoses, and resolves level one issues for end-users having computer software or hardware issues; communicates solutions to the end-users.
2. Constantly monitors major system’s interfaces and performance reporting any issues to the System Analyst II, Technical Services Manager, or Director of Information Technology (IT).
3. Installs and performs minor repairs to hardware, software or peripheral equipment following design or installation specifications.
4. Communicates in a friendly manner all pertinent information in a timely and accurate fashion. Uses department resources to locate answers for end-users.
5. Processes and transmits on-demand verification reports to appropriate personnel.
6. Documents, tracks and monitors all computer system work orders through the IT Tracking software, including detail information about the issue/problem and a complete resolution to the issue/problem.
7. Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
8. Responsible for creating an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
9. Sets up equipment for employee use, insuring proper installation of cables and software.
10. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
11. Performs minor computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
12. Tags, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.

13. Punctual and regular attendance is an essential responsibility for all team members and are expected to

report to work based upon the assigned schedule each day in accordance with the Attendance Policy for

Pueblo Sandia.

Additional Responsibilities

1. Performs other duties as assigned by the Technical Services Manager or Director of Information Technology

(IT).

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of commonly used concepts, practices, and procedures within an IT Department.
2. Excellent customer service skills.
3. Excellent verbal and written communication skills.
4. Have the ability to analyze and resolve problems.
5. Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
6. Excellent analytical skills.
7. Excellent organizational skills.
8. Excellent communication skills.
9. Ability to understand and use a computer proficiently.
10. Ability to type and update data.
11. Ability to follow instructions.
12. Knowledge of the following applications or systems is preferred:

• Windows OS, Server, Active Directory
• Microsoft Office

1. Ability to work well with others.

Education and Experience

Required:

1. High School Diploma or GED certification.
2. One (1) year of computer related experience.
3. One (1) year of customer support via the phone.

Preferred:

1. A , Network or Security certification.

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to obtain and maintain the required STGC Gaming License.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

1. Work is performed indoors.
2. Work is in a 24x7 on-call environment.
3. Work hours subject to change with overtime work required.
4. Must be able to work long hours under stressful conditions.
5. Subject to hazards that may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels.
6. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
7. Duties may involve walking, standing for long periods of time, sitting and crouching.