POSITION SUMMARY

Help Desk Technician II will be the second 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 System Analyst II; pass more complex and involved end-user problems on to the System Analyst II. Documents, tracks, and monitors all computer system work requests through the use of the IT tracking 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 Information Technology (IT) Department.
• Ability to communicate effectively, both verbally and in writing.
• Ability to analyze complex computer problems and provide solutions.
• Knowledge of current technological developments/trends in the information technology field.
• Ability to investigate and analyze information and draw conclusion to resolve complicated situations.
• Ability to evaluate emerging technologies and identify their potential impact within the existing information technology environment.
• Ability to provide technical guidance and instruction on the use of computer technologies.
• Ability to plan, design, and implement computer systems and applications.
• Fundamental knowledge of basic systems analysis.
• Knowledge of, and programming skill in, at least one technologically current scripting language.
• Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment.
• Ability to exhibit a strong motivational commitment to the organization.
• Ability to work within a network infrastructure.
• Familiar with standard concepts, practices, and procedures within an information technology field.
• Possess analytical thinking, troubleshooting and communication skills.
• Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
• Ability to be on call whenever needed.
• Ability to rely on experience and judgment to plan and accomplish set goals.
• Knowledge of the following applications or systems is preferred:
• Windows Server/OS
• Microsoft Office
• PBX/Voice Mail Support
• Networking Protocols
• Ability to work well with others.

EDUCATION AND EXPERIENCE

Required:

• Associates degree in Information Technology, Information Technology (IT), CIS (Computer Information Systems) or related degree.
• Three (3) years of desktop support experience in a Windows environment
• Two (2) years of network support experience.
• Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.

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; In the Information Technology (IT) office or remote sites; identifies, diagnoses, and resolves level two issues for end-users having computer software, hardware, or peripherals issues; communicates solutions to the end-users.
• Troubleshoots, analyzes and resolves computer systems hardware, software, and peripherals issues.
• Maintains and supports end-user account information to include the individual rights, security of the folders, and group policies, in Active Directory.
• 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.
• Provides a high level of technical support for all systems under the control of Information Technology (IT) department, including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the appropriate System Analyst II, Technical Services Manager or Director of Information Technology (IT)
• Provides assistance or training to all end-users where and when required, with the approval of the Technical Services Manager or Director of Information Technology (IT).
• Responsible for the setup, support and maintenance of all in house audio visual equipment and non-printed media assets. Excluding audio visual equipment in the conference center that is under contract with a third-party vendor maintenance agreement.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
• Delivers, tags, sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
• Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
• Creates 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.
• The Technician II position will be responsible for helping maintain IT inventory.
• 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

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