POSITION SUMMARY

The Help Desk Technician I will be the first tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist help desk technicians II; pass more complex end-user problems on to help desk technician II; Documents, Tracks and Monitors all computer system work requests through the use of the IT ticketing software to ensure a timely resolution to end-users.
Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of commonly used concepts, practices, and procedures within an IT Department.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Have the ability to analyze and resolve problems.
• Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
• Excellent analytical skills.
• Excellent organizational skills.
• Excellent communication skills.
• Ability to understand and use a computer proficiently.
• Ability to type and update data.
• Ability to follow instructions.
• Knowledge of the following applications or systems is preferred:
• Windows OS, Server, Active Directory
• Microsoft Office
• Ability to work well with others.

EDUCATION AND EXPERIENCE

Required:

• High School Diploma or GED certification.
• One (1) year of computer related experience.
• One (1) year of customer support via the phone.

Preferred:

• A+, Network+ or Security+ certification.

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

The following selected physical activities are required to perform the essential functions of this position

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Via telephone or In-person; identifies, diagnoses, and resolves level one issues for end-users having computer software or hardware issues; communicates solutions to the end-users.
• Constantly monitors major system’s interfaces and performance reporting any issues to the System Analyst II, Technical Services Manager, or Director of Information Technology (IT).
• Installs and performs minor repairs to hardware, software or peripheral equipment following design or installation specifications.
• Communicates in a friendly manner all pertinent information in a timely and accurate fashion. Uses department resources to locate answers for end-users.
• Processes and transmits on-demand verification reports to appropriate personnel.
• Documents, tracks and monitors all computer system work orders through the IT Tracking software, including detail information about the issue/problem and a complete resolution to the issue/problem.
• Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
• Responsible for creating an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
• Sets up equipment for employee use, insuring proper installation of cables and software.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs minor computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
• Tags, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
• Punctual and regular attendance is an essential responsibility for all team members and are expected to
  report to work based upon the assigned schedule each day in accordance with the Attendance Policy for
  Pueblo Sandia.

ADDITIONAL RESPONSIBILITIES

1. Performs other duties as assigned by the Technical Services Manager or Director of Information Technology
   (IT).