Information Systems Technician

Job Description

Job Description

Commitment to Citizen Service :

Service encompasses all aspects of the Pokagon Band of Potawatomi Indian’s governmental operations. Every employee shares the responsibility to provide exemplary service, dignity, and respect to all Tribal Citizens, the Tribal Council, and staff members. To this end, all employees have an obligation to identify and report any service problems, issues, or concerns and, through designated channels, initiate, recommend, and actively participate in solutions.

Position Summary : Provide technical assistance to end-users to resolve computer problems. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, operating systems, and other peripherals.

Essential Functions :

Tier 1

• Respond in-person, via telephone, or electronically to requests for technical assistance from users promptly involving hardware, software, networking issues, and peripheral and phone equipment. Includes assistance with printing, installation, word processing, electronic mail, and operating systems.
• Utilize online resources to investigate issues and possible resolution; read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems.
• Works on assignments that are moderately difficult, and which require judgment.
• Ensure all helpdesk requests and subsequent actions are taken to the point of resolution.
• Proactively identify open issues and communicate with users and departments as needed to facilitate closure.
• Notify affected employees and management when key systems are unavailable; maintain and seek efficiencies in the wide area network.
• Set up new telecommunications and computer equipment to ensure proper installation of operating systems, hardware, and appropriate software.
• Performs preventive maintenance to ensure the proper functioning of, computer systems, and peripherals.
• Maintain records of daily problems and actions taken.
• Refer major hardware / software problems or defective products to the supervisor for resolution.
• Assist in software release and rollouts according to best practices
• On-call rotation for IT Helpdesk.

Tier 2 will also include :

Tier 3 will also include :

Non-Essential Functions :

Equipment :

Job Requirements : Tier 1 :

Tier 2 will also include :

Tier 3 will also include :

Indian Preference :

Physical Requirements :

Work Environment :

Competencies :