Tanana Chiefs Conference
System Support Specialist III
Tanana Chiefs Conference, Fairbanks, Alaska, United States, 99712
DescriptionJob Title:
System Support Specialist III
Location:
Fairbanks, AK, US
Organization Name:
Information Systems
Job Summary:
The incumbent's role is to troubleshoot and resolve computer and/or software related issues and requests and document the resolutions. The incumbent will support users and business processes in Fairbanks and those in the TCC Region using appropriate remote tools or in person. The incumbent will provide excellent and friendly customer service while performing all job duties.
Adhere to the TCC Ch'eghwtsen' model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.
Essential Functions:
This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).
Representative Duties:
Under the direct supervision of the Service Desk Manager, the job incumbent will:
Troubleshoot various types of computers and mobile devices following industry standard and novel troubleshooting methods, recommend solutions, and/or implement solutions as appropriate. This includes interfacing with vendor support for some devices covered under warranty or contract.
Service requests from managers and users to install and configure new hardware: typically computers, VOIP phones, computer peripherals, and mobile devices.
Be involved in the troubleshooting and resolution of systemic problems within the desktop and mobile device environments.
Create user accounts in various systems.
Recommend improvements to hardware, software, processes, and services to better meet the TCC desktop computing needs at the individual and enterprise level.
Support the desktop related and other integrated services provided by TCC to their users, including end user training.
Assist in the support of other TCC services and collaborate with network administrators and application specialists for issues related to the physical, digital, and software infrastructure.
Support users via various methods: remotely via email, phone, and remote toolset, and in person both in the Fairbanks area and as needed throughout the TCC region.
Document all support in various systems for tracking and reference purposes, and update documentation as needed.
Prioritize and escalate to the appropriate teams any tasks, incidents, or requests that cannot be completed by the technician.
Train and assist in the training of new Service Desk Technicians.
Take a lead role in managing Problems, defined as the cause of one or more incidents that affect the Service Desk support environment.
Administration of OS deployment services, currently Windows Deployment Services (WDS).
Administration of the operating system update services, currently Windows Server Update Services (WSUS).
Creating application deployment packages using current deployment tool (PDQ Deploy).
Take a lead role in managing the work associated with small and large projects.
Other Responsibilities:
Perform other job-related duties as assigned.
Minimum Qualifications:
High School Diploma or equivalent required.
Associates degree and/or Technical Institute training in the field of computer science preferred.
2 years of Service Desk experience required.
COMPTIA A+ certification or equivalent industry recognized certification required.
Valid driver's license with clean driving record.
Applicant will be required to pass a background check in compliance with ICPA (Indian Child Protection and Family Violence Prevention Act) guidelines.
Knowledge, Skills, and Abilities:
Excellent knowledge of current desktop computer hardware and operating system software.
Experience with WDS preferred.
Working knowledge of basic enterprise IT environment structure.
Ability to research and understand technical documentation.
Effective oral and written communication skills.
Strong interpersonal and relationship building skills.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Supervision:
This position has no supervisory responsibilities.
Physical factors and Working Conditions:
Must be able to lift and carry at least fifty pounds. Incumbent may access hardware in cramped locations. Incumbent must be available for on-call work. Shared office space. Extensive computer usage. Must be able to work with frequent interruptions in fast-paced work environment under pressure and with frequent deadlines. Travel to remote villages required.
Summation:
This position is an integral part of the IT department, and individual must be multi-talented, and be able to work constructively in a team.
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System Support Specialist III
Location:
Fairbanks, AK, US
Organization Name:
Information Systems
Job Summary:
The incumbent's role is to troubleshoot and resolve computer and/or software related issues and requests and document the resolutions. The incumbent will support users and business processes in Fairbanks and those in the TCC Region using appropriate remote tools or in person. The incumbent will provide excellent and friendly customer service while performing all job duties.
Adhere to the TCC Ch'eghwtsen' model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.
Essential Functions:
This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).
Representative Duties:
Under the direct supervision of the Service Desk Manager, the job incumbent will:
Troubleshoot various types of computers and mobile devices following industry standard and novel troubleshooting methods, recommend solutions, and/or implement solutions as appropriate. This includes interfacing with vendor support for some devices covered under warranty or contract.
Service requests from managers and users to install and configure new hardware: typically computers, VOIP phones, computer peripherals, and mobile devices.
Be involved in the troubleshooting and resolution of systemic problems within the desktop and mobile device environments.
Create user accounts in various systems.
Recommend improvements to hardware, software, processes, and services to better meet the TCC desktop computing needs at the individual and enterprise level.
Support the desktop related and other integrated services provided by TCC to their users, including end user training.
Assist in the support of other TCC services and collaborate with network administrators and application specialists for issues related to the physical, digital, and software infrastructure.
Support users via various methods: remotely via email, phone, and remote toolset, and in person both in the Fairbanks area and as needed throughout the TCC region.
Document all support in various systems for tracking and reference purposes, and update documentation as needed.
Prioritize and escalate to the appropriate teams any tasks, incidents, or requests that cannot be completed by the technician.
Train and assist in the training of new Service Desk Technicians.
Take a lead role in managing Problems, defined as the cause of one or more incidents that affect the Service Desk support environment.
Administration of OS deployment services, currently Windows Deployment Services (WDS).
Administration of the operating system update services, currently Windows Server Update Services (WSUS).
Creating application deployment packages using current deployment tool (PDQ Deploy).
Take a lead role in managing the work associated with small and large projects.
Other Responsibilities:
Perform other job-related duties as assigned.
Minimum Qualifications:
High School Diploma or equivalent required.
Associates degree and/or Technical Institute training in the field of computer science preferred.
2 years of Service Desk experience required.
COMPTIA A+ certification or equivalent industry recognized certification required.
Valid driver's license with clean driving record.
Applicant will be required to pass a background check in compliance with ICPA (Indian Child Protection and Family Violence Prevention Act) guidelines.
Knowledge, Skills, and Abilities:
Excellent knowledge of current desktop computer hardware and operating system software.
Experience with WDS preferred.
Working knowledge of basic enterprise IT environment structure.
Ability to research and understand technical documentation.
Effective oral and written communication skills.
Strong interpersonal and relationship building skills.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Supervision:
This position has no supervisory responsibilities.
Physical factors and Working Conditions:
Must be able to lift and carry at least fifty pounds. Incumbent may access hardware in cramped locations. Incumbent must be available for on-call work. Shared office space. Extensive computer usage. Must be able to work with frequent interruptions in fast-paced work environment under pressure and with frequent deadlines. Travel to remote villages required.
Summation:
This position is an integral part of the IT department, and individual must be multi-talented, and be able to work constructively in a team.
#J-18808-Ljbffr