IT Support Operations Tech V

SUMMARY

Troubleshoot end user problems and provide support and resolution. Provide software support for various Apple and Microsoft products. Troubleshoot printer and network connection problem.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

• Installs, configures, and supports hardware and software on Apple and Microsoft devices.


• Develops documentation, support processes, and standard operating procedures for the operating systems.


• Creates and tracks tickets through the service desk tool.


• Provides phone support for the help desk on site and/or remotely.


• Repairs, installs, and configures hardware/software on-site and remotely.


• Ensures vendors remain in compliance with policies and procedures.


• Provides first-class customer service to Cherokee Nation Businesses end-users.


• Assists and guides lower-level technicians in properly resolving incidents, problems, and service requests.


• Works as a member of formal and virtual teams to complete projects and resolve problems.


• Participates in all stages of the SDLC (system development life cycle) including development and implementation.


• Assists system administrators and performs low level server administration.


• Participates in and may help coordinate team workload.


• Performs other job-related duties as assigned.

SUPERVISORY/MANAGEMENT AUTHORITY

No supervisory/management authority.

EDUCATION AND EXPERIENCE

Bachelor’s Degree in information systems, or other related field, and 8 to 10 years of related work experience or equivalent combination of experience and education. ITIL Foundations and Cisco Certified Entry Level Network Technician certifications preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of business and management principles involved in planning, resource allocation, production methods, and coordination of people and resources.


• Knowledge of principles and processes for providing customer service which includes customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction.


• Effective written, communication, presentation, and computer skills including working knowledge of all Apple and Microsoft products.


• Experience troubleshooting problems and reviewing information to develop and evaluate options and implement solutions.


• Ability to identify alternative solutions, conclusions, or approaches to problems.


• Ability to prioritize work and successfully meet deadlines.


• Must have and maintain a valid driver’s license.

WORK ENVIRONMENT

Work is primarily preformed in a climate-controlled office setting. Work involves considerable physical activity and lifting objects up to 50 lbs. Work may require travel, including overnight stays. Work will require varied shifts including, weekends and holidays, as needed (on call).