Desktop Support Specialist I

oneida-nsn.gov/job-employment/

Salary is Negotiable

After successful completion of the probationary period, employee will receive off probation wage increase.

Summary:

This role is to provide a single point of contact for end users to receive support and maintenance within the organizations end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. Analyze user needs, assess system or process to fit their needs, and make recommendations for system acquisition.

Responsibilities:

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels
Provide first level and second level support by responding to incoming calls, service desk tickets, email, or chat regarding equipment incidents and software issues
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications
Analyze user needs, assess system or process to fit their needs and make recommendations for system acquisition
Administer desktop environment utilizing various management systems
Maintain an inventory of all computers, related equipment and peripherals
Assist in the development and maintenance of proper information security best practices and controls for hardware, software, awareness, and data/cloud operations
Apply current technology standards to resolve customer needs/issues
Keep abreast of new technologies and developments in the IT industry

Competencies and skills:

Essential:
Exercise independent judgement
Ability to work independently and meet strict timelines
Obtain additional education and training
Adhere to strict confidentiality
Ability and willingness to provide strong customer service orientation
Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
Ability to conduct research into PC issues and products as required
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Strong written and oral communication skills
Ability to present ideas in user-friendly language
Analytical and problem-solving abilities, with keen attention to detail
Effective interpersonal skills and relationship-building skills with individuals of varying social and cultural backgrounds

Education Requirement - Or A Closely Related Field:

Education with Equivalent Qualifications:
Essential:
Associates Degree in Information Systems
A Combination of Experience and Education May Be Considered

Credentials:

Essential:
Driver's License Personal Vehicle
Insurance Required
Nonessential:
Driver Safety Training
IT Industry Standard Network Certificate
Industry Standard Desktop Certificate

Credential equivalent experience:

Nonessential:
(E.g. Comp TIA, Microsoft, Novell, or Cisco).
(CompTIA, Microsoft).

Working conditions:

Essential:
Sit frequently
Walk frequently
Stand frequently
Bend/stoop frequently
Kneel frequently
Crouch frequently
Crawl frequently
Lift 31-50 pounds occasionally
Excessive heat
Excessive cold
Evening and weekend work may be required
Work holidays
Work is performed outdoors
Move 31-50 pounds continuously
Extreme weather conditions

Experience:

Nonessential:
Active Directory experience (Administer and maintain end
Support, Install and maintain personal computers
Microsoft endpoint management experience
Virtual desktop technology

Other information:

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT - The Oneida Nation does not discriminate based on race, color, national origin, sex, religion, age or disability status in employment or the provision of services. However, individuals of Indian ancestry and Veterans will be given preference by law in employment.

Continuation of this position is contingent upon funding allocations.

Must maintain strict security, confidentiality, and quality to meet professional standards of the department.

Must adhere to all Oneida Nation Personnel Policies and Procedures, Oneida Nation Standard Operating Procedures, and Area and Program Strategic Plans and Policies.

Must pass a background check to meet Employment Eligibility Requirements. If applicable, must pass a background check to meet Oneida Nation/State Compact and/or Oneida Nation Gaming Ordinance, and may be required to obtain a temporary license and/or Gaming license as a condition of employment.

Must be willing and able to obtain additional related education and training.

Must pass a pre-employment drug screen and adhere to the Nation Drug and Alcohol-Free Workplace Policy.

A Tuberculosis (TB) Screening and/or a 2 step TB Skin Test is required within thirty (30) days of employment.

Must provide a copy of diploma/degree, license, or certification upon employment.