IT Help Desk Technician I, II, or III

Position:

Help Desk Technician I, II, or III

Division

Information Technology

Department:

Information Technology

Reports To:

Information Technology Director

Location:

Open

Exempt/Non-Exempt:

Non-Exempt

Pay Grade:

Tier I: Grade 9 ($21.97 - $33.50)

Tier II: Grade 10 ($24.61 - $37.52)

Tier III: Grade 11 ($27.07 - $40.11)

Classification:

Full-Time

Summary:

The Ponca Tribe of Nebraska is a federally recognized Tribe with its ancestral homeland located in Niobrara, NE. The Tribe does not have a reservation in the classic definition; rather, the Ponca Restoration Act defined its jurisdiction as a ‘Service Delivery Area’ comprised of 15 counties throughout parts of Nebraska, Iowa, and South Dakota. Within its Service Delivery Area, the Tribe offers a broad range of health, social, educational, and cultural services. 

The help desk technician provides technical support and assistance, via phone, in person or remotely for computer systems, software and hardware. Help desk technicians are expected to be customer/end user focused to resolve technical issues in a timely manner. The help desk technician progress through three tiers: Tier I, Level 1 support, basic IT support, Tier II, Level II support, trouble shooting, and Tier III, Level 3 support, expert level support. All Tiers are a first point of contact and interact directly with the end users. 

Essential Responsibilities and Duties:

Tier I:

Provide Level 1, basic IT support to users.

Serve as the first point of contact for customers who require technical assistance via phone, email, or help desk system.

Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

Provide quick resolution of customer support needs with excellent customer service.

Escalate unresolved issues to the next level of support.

Document issues and their resolution in the help desk system.

Follow-up with customers and train them when necessary.

Install and configure computer hardware, software, systems, networks, and peripherals.

Provide needed information on IT products and services.

Other duties as assigned.

Tier II:

All Tier I essential responsibilities and duties listed above.

Provide Level 2, troubleshooting IT support to users.

Assists in training, guidance, and mentoring to all Tier I help desk technicians.

Perform system administration duties to network, servers and software systems.

Assist in user account management.

Tier III:

All Tier I and Tier II essential responsibilities and duties listed above.

Provide Level 3, expert IT support to users.

Assists in training, guidance, and mentoring to all Tier I and Tier II help desk technicians.

Oversees group policies.

Assist in Active Directory/EntraID and user permissions.

Assist with network security, backups and improving organizational IT security posture.

Relationships and Authority:

This position has no supervisory duties. Works in conjunction with directors, managers, other Ponca Tribe of Nebraska staff, and external entities. 

Working Environment and Physical Demands:

Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 45 pounds, occasionally. Visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate a computer keyboard and basic

office equipment; subject to carrying, lifting, twisting, and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Qualifications:

Minimum:

Tier I:

1. High School Diploma or equivalent.

2. Knowledge of Microsoft Office 365, Microsoft operating systems, mobile devices, networking, and multimedia.

3. Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality under minimal supervision.

4. Valid driver’s license and be insurable.

5. Successfully pass drug and alcohol testing, motor vehicle, education, character, and criminal background checks.

6. Able and willing to travel.

Tier II:

1. All Tier I minimum qualifications.

2. Two years of experience in a help desk technician I role or equivalent experience.

3. Two years of experience diagnosing and resolving basic technical issues.

4. Prepared to provide level 2 support, troubleshooting support to end users.

5. Proven track record of customer service and resolving user IT issues.

Tier III:

1. All Tier I and Tier II minimum qualifications.

2. Two years of experience in a help desk technician II role or equivalent experience.

3. Two years of experience troubleshooting advanced technical issues.

4. Prepared to provide Level 3 support, expert IT support to users.

5. Associate’s degree or certification from Microsoft, Google, Amazon, Cisco, HP, or other equivalent technology provider.

Preferred:

Associate’s degree or Bachelor’s degree in Computer Science or equivalentfield.

Experience working on an IT help desk.

Experience using remote support tools

Experience with any of the following: Office 365, Active Directory, EntraID, remote desktop, cloud, VoIP, encryption, VPN, LAN, WAN, and wireless.

IT relevant certifications.

One year of experience working with Native Americans or Native American organizations.

Knowledge and understanding of Public Law 93-638: Indian Self-Determination Act, Tribal organizations and funding opportunities.

Preference will be given to Ponca Tribe of Nebraska members or members of a federally recognized tribe. However, all qualified individuals are eligible.

The Ponca Tribe of Nebraska is an at-will employer.

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Tribal Council Approval: 12/30/2024