Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Description
Under general supervision of supervisor, responsible for first response in answering, commenting, and replying to open incidents in the help desk. Ability to identify and organize tickets according to priority and forward tickets to techs/engineers. Strong aptitude in OS repairs, Spyware removal, virus removal, hardware, troubleshooting, and upgrades. Assist support staff with fieldwork as needed. Sets up and operates computer and machinery peripheral to computer for purpose of providing information to requesting clients. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to read and comprehend instruction manuals to make minor repairs to computer equipment.
This role provides maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware/software solutions, and supporting the internal IT Helpdesk. Will be responsible for administration and internal support of the company’s PCS, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.
Essential Duties:
Additional Duties:
Requirements
Education & Experience:
Education Required:
Education Preferred:
Experience:
Certifications/Licenses:
Other Requirements:
Work Environment:
The work environment includes an office environment in a controlled atmosphere building. Work requires extensive work using a computer. Responsibilities may require evening and weekend work in response to the needs of the systems being supported. Remote or hybrid work arrangements may be possible in accordance with the Tribe’s Telecommuting Policy.
Tribal Preference Policy:
The Snoqualmie Indian Tribe follows the Tribal Hiring Preference as outlined in tribal policies, including the Tribal Employment Rights Ordinance (TERO). TERO sets forth certain hiring preferences for qualified individuals who are enrolled in a federally recognized Indian tribe, as well as, in some cases, preference for certain family members of those individuals.
Additional Information:
Location:
Benefits:
Additional Perks: