© The Tachi Yokut Tribe - All Rights Reserved.
DESCRIPTION - Desktop Technician
Job Title: Desktop Technician
Department: Information Technology
Reports To: Information Technology Director
FLSA Status: Exempt

Summary
The I.T Desktop Technician role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved by planning, securing, monitoring, supporting, and optimizing all networked software and associated operating systems. Supporting the Tribal Government end-users computer issue is the main priority. The Desktop Technician will apply proven communication, excellent customer service skills, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefits of IT systems investments.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Responsible for facilitating the problem solving process between the user and IT staff to facilitate expedient problem resolution in a timely matter.
  • Responsible for following up with users on resolved issues to ensure proper documentation.
  • Perform extensive diagnostic on all pc to ensure proper system functionality.
  • Provide and user support of hardware and software systems.
  • Maintain department documentation: create, review and update problem and solution documentation.
  • Responsible for all computer repairs and upgrade.
  • Responsible for scheduled preventative maintenance on all pc.
  • Maintain files for IT service requests; Ensure proper protocol are followed for all submitted requests.
  • Track application and system documentation as wall as training materials.
  • Monitor the Help Desk database and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
  • Effectively train users to maximize the use of their systems.
  • Other duties assigned.

Supervisory Responsibilities:
This job has no supervisory responsibilities.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
    1. Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
    2. Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
    3. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
    4. Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
    5. Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
    6. Customer Service - Manages difficult or emotional customer situations; Responds promptly to end users needs; Solicits end users feedback to improve service; Responds to requests for service and assistance; Meets commitments.
    7. Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
    8. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
    9. Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
    10. Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
    11. Visionary Leadership - Displays passion and optimism; Inspires respect and trust; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
    12. Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
    13. Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
    14. Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
    15. Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
    16. Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
    17. Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
    18. Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
    19. Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
    20. Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
    21. Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
    22. Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
    23. Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
    24. Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
    25. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
    26. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
    27. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
    28. Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
    29. Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
    30. Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
    31. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
    32. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
    33. Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
    34. Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Education and/or Experience:
  • Must have an Associate Computer Science degree (A.S) or Bachelor's Science degree (B. S.) from four-year college or university; or 4 years related experience and/or training in I.T/M.I.S; or equivalent combination of education and experience.
    Language Skills:
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
    Mathematical Skills:
  • Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
    Reasoning Ability:
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.
    Computer Skills:
  • Must have expert knowledge trouble shooting, implementation, securing, and supporting a Microsoft Windows 2000/XP/Vista and Windows 7 operating system, Mac O/S 10, and Linux LAN/WAN environments.
  • Expert knowledge of Microsoft Office Outlook 2000 - 2007 Professional Suite.
  • Expert knowledge is Adobe, Word Perfect, Print Shop, Crystal Report, Roxio, Symantec Backup Exec. and Trend Micro.
  • Expert knowledge understanding Network diagnostic utility
  • Expert knowledge on Wi-Fi 802.x technologies planning, implementation, securing, supporting, and maintaining.
    Certificates, Licenses, Registrations:
  • Possess a Valid C.A. Driver License
  • Must have current Comptia A+ certification is required.
  • Must have a current Microsoft Certified Professional (MCP) certification is required.
  • Microsoft certified MCDST is preferred.
  • Microsoft certified MCSA is preferred.
  • Comptia Network+, Security+ or Cisco CCNA is preferred.
  • Comptia Linux+ is preferred.
    Other Skills and Abilities:
  • Dynamic, professional, team-oriented, self-motivated individual.
    Other Qualifications:
    Highly developed experience in the installation of hardware and software

    · Expert in Microsoft Windows 2000, XP, Vista or Windows 7 Pro./Business edition, MS Office Outlook 2000 - 2007 Professional Suite.
  • Expert working knowledge of LAN/WWAN/WAN networks topology and network terminology.
  • Expert repair skills for PC, MAC, and Linux O/S.
  • Expert knowledge of Wifi 802.11a/b/g/h/n with MIMO standards.
  • Must have knowledge setting Wifi network using secure encryption and advance algorithm.
  • Knowledge of WiMax 802.16e 2005 standard is a plus.
  • Advanced repair skills for desktop, DeskJet and laser printers.
  • Experience with RAS, terminal services, and VPN connections, and Symantec Ghost security configurations.
  • RSA Secure ID Security, RSA Encryption Key Management System, and Digital Certificates.
  • Highly developed experience in the installation of hardware and software.
  • Advanced working knowledge of wireless, implementation, design, and management.
  • Advanced working knowledge wireless standards; 802.11a,b,g,h, or 802.16 e.
  • Ability to understand using 3rd. party diagnostic tools hardware or software.
  • Must pass pre-employment physical and drug screen.
  • Must clear financial and criminal background check through local/State and federal check.
  • Must be insurable through company auto insurance.
  • Must be able to be on driving status throughout employment.
  • Must maintain a Gaming Commission license throughout employment.
  • Must understand access control management system security.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, climbing, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The noise level in the work environment is usually moderate.
  • Must be able to work in local weather conditions, assignments will vary from interior and exterior work.
  • Must be able to climb or withstand height between 15-140 feet's; some job requirement installation of wireless antenna on water tower, roof top of a house, utility pole, cellular tower or building.
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What To Expect Next:
Once you complete and send your application, you will receive a confirmation email. Applicants who meet the qualifications will be notified to schedule an interview.

This company is an Equal Opportunity Employer (EOE)