Muckleshoot Indian Tribe

IT Support Services Coordinator

US-WA-Auburn
# of Openings
1
Division
IT Department
Closing Date
open until filled
Job Status
Hourly
Rate
USD $26.59/Hr.
Type
Regular Full-Time
Pay Grade
14
Status
Accepting

JOB SUMMARY

Under direction, of the IT Support Services Manager, the IT Support Services Coordinator makes decisions in the support of business needs and limits impact to clients through the remediation and escalation of reported incidents and service requests.  This position serves as the initial point of contact for IT customers.  Responsible for receiving incident information and support requests through electronic systems and phone calls.  Prioritizes support requests, assigns technicians and resources, monitors progress, and communicates with customers.  When appropriate, provides preliminary technical support..  Enters data into the electronic help desk system and maintains various forms and documents.  Serves as the purchasing coordinator for the IT department; ensures timely completion of all IT purchasing functions.  Documents job status information, customer satisfaction feedback, statistics, and makes suggestions to IT management for efficiency improvements.

MAJOR TASKS AND RESPONSIBILITIES

  1. Serves as the initial point of contact for IT Department customers seeking incident support or requesting IT services.
  2. Provides initial technical support and restores service as quickly as possible through first level diagnosis of incidents, application of known remedies, and rapid determination of the appropriate course of action; escalates as necessary, provides follow-through to achieve successful resolution and timely communication with IT Department staff and customers.
  3. Creates service tickets, and reviews customer created service tickets in the electronic helpdesk system.
  4. Initiates assignment and escalates service tickets per Service Level Agreements (SLA's) and/or operational documentation, and follows-up with IT Associates to insure timely completion of requests .
  5. Monitors, identifies, and escalates overdue service tickets.
  6. Communicates high impact incidents, problems, and requests to management.
  7. Communicates with customers regarding ticket status, availability of self-help tools, changes of service levels, and system outages and/or interruptions of service.
  8. Completes basic user management tasks for various systems maintained by the IT Department.
  9. Analyzes service requests and system issues to identify trends and potential problem areas.
  10. Manages the MIT cellular phone program, ensuring that corporate cellular phones are properly assigned, tracked, and maintained.
  11. Provides suggestions and recommendations to IT Management for the improvement of IT Department support processes.
  12. Assists in the establishment of performance standards, benchmarks, and service level agreements, and ensures these standards are met.
  13. Builds relationships inside and outside of the IT Department to improve efficiencies, provide a great customer experience, and foster good will.
  14. Gathers quotes, analyzes vendor pricing and service offerings, creates requisitions, processes purchase orders, and receives and inventories purchased items.
  15. Gathers data from customer feedback surveys and electronic helpdesk systems and uses them to create performance reports.

Other Duties

Because of the Tribe’s commitment to community service and the well being of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such duties may or may not be related to their regular responsibilities.

EDUCATION - EXPERIENCE AND TRAINING FOR POSITION

Required: CompTIA A+, CompTIA Network +, and Microsoft Specialist certifications, and three (3) years of related experience as a Senior PC technician working at a helpdesk.

-or-

Associates Degree in information technology from an accredited college or vocational school, and two (2) years of related experience as a Senior PC technician working at a helpdesk.

-or-

Five (5) years of experience as a PC technician working at a helpdesk.

 

Note:  As a condition of employment, candidates selected for this position that do not hold the above certifications, regardless of degree held, will be required to complete the certifications within eighteen (18) months of hire.

 

Special Requirements: A valid Washington State driver’s license is required at time of appointment or at a time set by the Tribe.

SPECIFIC SKILLS/KNOWLEDGE/ABILITIES REQUIRED FOR POSITION

Knowledge of: PC diagnostics and repair (hardware and software). Information systems including: analysis, design, development, implementation, maintenance documentation and training procedures and practices. Hardware architecture, testing, troubleshooting techniques and utility software. Industry changes and advancements. Client business processes and workflow. Network operating systems and routing operating systems. Wide area network hardware and protocols. Network connectivity troubleshooting. 

 

Skill in: Developing documentation for technical and non-technical audiences and preparing training materials for users. Using productivity tools to convey ideas. Oral and written communications.  LAN/WAN systems operation.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk, crawl, kneel, crouch, twist, push/pull and grasp; use hands to operate, finger repetitively, handle, or feel objects, tools, or controls; and reach with hands and arms.  The employee must frequently lift and/or carry up to 50 pounds. Employee has occasional exposure to possible electrical shock. Specific vision abilities required by this job include close vision and the ability to adjust focus.  The noise level in the work environment is usually moderate.

Licenses or Certifications Required

A valid Washington State driver’s license is required at the time of appointment or at a time set by the Tribe.

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