Cellular Telephone, Community Health, Customer Support/Service, Desktop PC, Diversity, Healthcare, Help Desk, High School Diploma, Identify Issues, Laptop PC, Management of Information Systems/Technology (MIS), Printers, Root Cause Analysis, Software Administration, Technical Support, Trend Analysis
Position Summary: Provides desktop and software support to end users. Resolves application software, hardware, and telecommunication problems with the appropriate equipment such as computers, telephones, copier/fax machines, and printers.
Critical Tasks:
- Answer and log all incoming calls in the ticketing tool, clearly enter all trouble shooting steps taken.
- Provide first level technical assistance to end users such as troubleshooting errors or resetting desktops and printers.
- When needed route tickets to the appropriate team or technician to resolve tickets based on issue type and priority.
- Process requests for new account creations and terminations.
- Identify trends of commonly reported issues and works with manager and other IT teams for resolving root cause of identified issues, establishing a permanent fix.
- Apply standard image to desktops/laptops.
- Assist with deployment of laptops.
- Deploy new cell phones and assists with the initial set-up.
- Regularly check the progress of assigned tickets, provide follow up as appropriate.
- Perform other job-related activities as requested.
Required Qualifications:
- High School Diploma or GED required.
- 2 years of experience in desktop diagnostics or technical support required.
- Demonstrate ability to relate to diverse cultures and specifically the Gila River Community and/or other Native American cultures and community health services.