SAG Technical Services Technician I

Saganing Location

Open to the Public

Full-Time

9/4/24-OUF

Days and Shift: Rotating Shift

Position Summary:

Under the supervision of Technical Services Supervisor, provide Layer 1 service desk and field support to include: installation, configuration and support for all hardware and applications utilized by the Saginaw Chippewa Indian Tribal Government Operations and Business Enterprises.

Essential Duties and Responsibilities:

• Monitor and report the health and welfare of all core and business critical applications.
• Provide account password resets for network and Kronos users.
• Repair or replace office computers, printers, scanners, or monitors as necessary.
• Provide hardware and software support in the complex troubleshooting of all desktop operating systems, office suites, client/server applications, and the connectivity.
• Proactively search for and resolve potential risks, weaknesses and possible problem areas across the tribal systems.
• Read, analyze, and interpret technical and general business periodicals, professional journals, technical procedures and regulations.
• Document the identification, prioritization, and resolution of all reported issues.
• Image and deploy all computer workstations utilized by the tribe.
• Assist in the development, maintenance and integrity of the Service Desk client and server application.
• Assist in the daily and long-term strategic resolution of all software and technology-related hardware for all Tribal Enterprises.
• Assist in maintaining developed procurement strategies to optimize technology spend across all Tribal Enterprises.
• Assist in minimizing organizational cost through technology product standardization and tracking.
• Assist in executing procedures for tracking all Tribal Enterprise technology related assets to oversee quality control throughout their lifecycles.
• Assist in improving the efficiency and effectiveness of the incident management process within the ITIL framework.
• Execute and document high and critical level incidents to ensure timely completion.
• Preventative maintenance of computer hardware.
• Answer incoming service desk phone calls and process all technology-related forms.
• Provide Call Center, remote and all on-site field support as required.
• Provide Layer 1 Application, Network, System and Telecom Support for all tribal enterprises when required
• Remain aware of new product developments in the area of technology and assist in providing input and tactical direction to the enterprise on customer service and support challenges.
• Ensure timely and thorough completion or resolution of high-profile and/or time-sensitive projects and issues, as instructed by the Technical Services Manager or Supervisor, and the Director or Assistant Director of Technology.
• Serve as point of escalation to IT staff in troubleshooting, changes, and enhancements to desktop systems, including but not limited to: desktop deployment package creation and administration, user applications, and departmental printing and copy solutions.
• Participate in special projects as assigned.
• Adhere to employee confidentiality and comply with department policies and federal regulations under the Privacy rules of the Health Insurance Portability and Accountability Act (HIPAA).
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts:

• Contact with managers, supervisors and end users within the Saginaw Chippewa Indian Tribal Operations and Business Enterprises as well as third party sales, technical support, engineers, consultants, and analysts.
• Contact with third party sales, technical support, engineers, consultants, and analysts.

Minimum Qualifications:

• High School Diploma or GED.
• Two years help desk experience. OR
• Bachelor`s degree in Information Technology, Computer Science, or related field.
• Experience with Windows Server and Desktop OS and Microsoft Office Suite.
• Must be able to work various shifts.
• Must pass IT related competency exam.
• Must be able to obtain and maintain a gaming license or pass background check to meet the employment eligibility requirements as they pertain to the position.

License, Certification, or Special Requirements:

• HIPAA certification must be completed within 30 days of hire.
• Must have or be able to obtain one of the following certifications within first year of employment:
  • Microsoft Certified Desktop Support Technician Certification
  • CompTIA A Certification
  • Comp TIA N Certification
• This is a career path based position once all aspects of the training and knowledge have been proven, Technician I will be graduated to Technician II. Failure to complete all minimum requirements within the time line allowed will result in dismissal.
• Must have a valid State of Michigan Driver`s License with the proper designation required for the vehicle utilized to perform the job duties; must be able to obtain and maintain a Tribal Driver`s License and qualify for coverage by SCIT auto liability insurance carrier.
• Native American preference shall apply to all positions.

Knowledge, Skills, and Abilities:

• Knowledge of applicable federal, state, tribal laws, regulations and requirements.
• Knowledge of system and network concepts, principles, and practices.
• Knowledge of federal copyright laws as they pertain to the use of computer software.
• Knowledge of software interfaces and integration.
• Knowledge and basic understanding of software upgrades, installation and implementation.
• Knowledge of application and network security concepts.
• Knowledge of current technological developments/trends in area of expertise.
• Skill in organizing resources and establishing priorities.
• Skill in providing service to end users.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Skill in reviewing, and analyzing operational and technical reports and manuals.
• Ability to exercise independent judgment.
• Ability to communicate effectively both verbally and in writing.
• Ability to work independently and meet strict time lines.

Physical Demands:

• Frequent use of hands, wrists, fingers associated with computer equipment and cabling projects.
• Required to walk for extended periods of time.
• Occasionally required to stand and sit and reach with arms and hands.
• Required to climb ladders, accessing high and low areas.
• Required to squeeze hands and body into confined spaces.
• Normal visual acuity, ability to talk and hear.
• Frequently lift and/or move up to 50 pounds.

Work Environment:

• Normal work environment.
• May encounter high noise levels, dust and second-hand smoke.
• Extended hours and irregular shifts may be required.
• Travel may be required.

Licenses & Certifications

• MI Drivers Licence