SUMMARY

The Helpdesk Technician will be responsible for providing remote and onsite customer technical support by collecting trouble tickets, analyzing and escalating issues, carrying out solutions, and tracking tickets to completion. The person in this role will be expected to travel to California Tribal TANF Partnership (CTTP) Site Offices approximately 25% of the time.

ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• As first responder to the helpdesk, creates tickets for all end user support request.
• Tracks and manages assigned tickets to completion or proper escalation/assignment to other team members in accordance with our CTTP helpdesk policies and procedures and our published Service Level Agreements.
• Provides quality customer service to all clients in a timely and professional manner (in person, over the phone, by remote desktop, or by email).
• Effectively uses Helpdesk ticketing system for incident and problem management, customer interaction, and follow up.
• Provides technical support for both hardware and software issues our end users encounter.
• Assists with servicing, upgrading, and deploying computer systems, network hardware, software, and peripherals (printers, scanners, etc.).
• Properly prioritizes, coordinates, and escalates unsolved issues to other support tiers.
• Follows up with end users, provides feedback, and directs issues through resolution.
• Troubleshoots systems issues in a timely and accurate fashion.
• Manages/administers cell phones through centralized cell phone management solution.
• Manages the configuration and operation of client-based computer operating systems.
• Monitors the system daily and responds immediately to security or usability concerns.
• Upgrades systems and processes as required for enhanced functionality and security issue resolution.
• Installs and tests computer-related equipment.
• Adheres to CTTP Information Security policies, procedures, and standards.
• Administers and maintains Active Directory users and computers.
• Assists with onboard, offboard, and internal transfer employee requests and access assignments.
• Assists with account audits and maintaining proper permissions across the network and all systems (and in accordance with CTTP Information Security Standards, Policies, and Procedure).
• Assists in the implementation of telecommunications systems, including VOIP, cell phones, and mailbox management, etc.
• Assists with maintaining IT related documentation and records.
• Takes ownership of assigned projects, including communicating the status and progress of those projects and completing them within timeframe.
• Travels to other locations in Northern California when needed.
• Abides by CTTP Mission, Vision, and Values.
• Other duties as assigned.

KNOWLEDGE & SKILL REQUIREMENTS

• High School graduation or equivalency.
• Current California driver’s license.
• 3+ years’ experience in systems administration or helpdesk in a Windows environment.
• Working knowledge of Active Directory users and computers.
• Working knowledge of MS Office & MS Windows operation systems (10 Pro and Enterprise).
• Intermediate understanding of networking, PCs and hardware configuration required.
• Experience with desktop, laptop, and other IT hardware deployments.
• Experience with Hyper-V.
• Knowledge of telecommunication systems.
• Knowledge of system vulnerabilities, security issues, and remediation.
• MCP (Desktop Support), Network+, A+ (one or all preferred).
• Must have a basic understanding of networking and how to troubleshoot network-related issues.
• Willing to expand technical skills as required.
• Ability to respond to helpdesk requests according to published SLAs.
• Ability to organize and carry out a wide variety of tasks in a timely manner and determine when to consult with manager/supervisor about setting priorities.
• Must be very good at communicating with management and customers.
• Must have a positive attitude and be willing to assist others.
• Must be ambitious and goal driven.
• Must be able to multitask.
• Must have attention to detail.
• Ability to provide creative solutions to user problems to ensure user satisfaction and productivity.
• Ability to operate a vehicle in a safe manner while in the field.
• Ability to travel to remote site locations as needed (overnight occasionally required).
• Ability to work after hours and/or weekends when needed.
• Excellent teamwork and customer services skills.
• Strong verbal and written communication skills needed with a high focus on customer service.
• Ability to work independently.
• Strong analytical and research skills.
• Ability to lift up to 40 pounds.

WORKING CONDITIONS

• Requires working indoors in environmentally controlled conditions.
• Requires sitting 6-8 hours per day.
• Requires driving to site offices, some of which are in remote locations.
• Requires contact with others (face-to-face or through video conferencing, telephone, e-mail, or correspondence).
• Requires work with others in a group or team.
• Requires meeting strict deadlines.

OTHER

• Experience working with Tribal People helpful.
• Work hours may vary.
• CTTP conducts a pre-employment criminal background check and drug test, and random or for-cause drug testing thereafter.
• CTTP complies with the Indian Preference Act.