Job Description

Department: IT

Division: LLC, Wholly owned by The Shawnee Tribe

Job Title: IT Technician

General Definition: Responsible for providing Tier II and Tier III level software, hardware, and network support to end-users.

Supervision Received: IT Supervisor

Supervision Exercised: N/A

Essential Job Functions:

Equip computers through re-imaging, loading of operating systems, installing applications, creating accounts, orders hardware and software and performs upgrades for utilization by new and existing users to perform their regular work functions.
Support desktop, laptop, mobile, devices, and office applications to various level customers through the deployment and troubleshooting of all hardware, operating systems and applications, as well as perform desktop and laptop system deployments including hardware and software configuration to ensure user's machines perform at peak operating levels.
Evaluate the necessity of requests for hardware and software installations and recommend appropriate alternatives to users in order to maximize usage of in-house resources.
Respond to customer problems received via ticketing system, phone and email by troubleshooting issues with computers, phones, printers, faxes, email, networks, etc. to determine the best course of action to resolve issues preventing future occurrences.
Compile monthly reports to provide a high-level update on the progress and efficiency of various accomplishments, initiatives and projects.
Maintain and support telecommunications requirements for data and voice as required.
Perform all other duties as assigned.

Minimum Qualifications:

Education:

Training and Experience:

2-5 years' experience troubleshooting Network and PC related issues
Previous experience assisting with the operation and maintenance or organizational local and wide area networks is required
Experience with wireless devices
Experience with virtualization (VMware) is desirable.

Knowledge, Skills and Abilities:

Must possess knowledge of general LAN/WAN administration tasks and how to proactively manage and setup client network infrastructures
Must have initiative to work independently, with little or no direct supervision
Must have excellent verbal and written communication skills, with the ability to relate problems and translate solution in a manner that can easily be understood by customers, team members and management
Must be able to perform user support with a sense of urgency and exceptional customer service skills
Must be able to lift and carry objects up to 50 pounds, occasionally higher with assistance
Must be able to walk, crouch, bend at the waist, reach with hands and arms, use hands to grasp, and have finger dexterity to handle, feel objects, tools or controls as necessary to perform duties
Specific vision abilities required by this job include close vision, distance vision, the ability to adjust focus and requires hearing ability within normal range
Strong knowledge of Microsoft Windows 7 and 10 desktop operating systems, including profile management and OS Imaging in a Windows domain environment.
Working knowledge of VOiP administration (to include base adds, moves and changes of phones)
Working knowledge of DNS, WINS, DHCP, is required
Must be able work in a smoking environment with a moderate noise level
Must be able to work flexible schedules including nights, weekends and occasional holidays

Licenses/Certifications/Other:

Must be able to complete pre-employment drug test with a negative result
Must be able to pass a background check and receive a license or permit from any Regulatory Agency, if applicable to perform the essential job functions

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