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.
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.
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.
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.
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.
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.