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Job Title:   HELPDESK TECHNICIAN II
Sandia Administration
35853
Varied
$21.76-$28.30/hr
MIS
Full-Time

JOB DESCRIPTION:
Position Summary
Second tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist System Analyst II; pass more complex and involved end-user problems on to the System Analyst II; Document, Tracks, and Monitors all computer system work requests through the use of the Track-IT software to ensure a timely resolution to end-users.
Supervision Exercised
Supervised by the Technical Services Supervisor.
Major Duties and Responsibilities
1.            Via telephone or in-person; In the MIS office or remote sites; identifies, diagnoses, and resolves level two issues for end-users having computer software, hardware, or peripherals issues; communicates solutions to the end-users
2.            Have the ability to troubleshoot, analyze and resolve computer systems hardware, software, and peripherals issues.
3.            In active directory be able to maintain and support end-user account information to include the individual rights, security of the folders, and group policies.
4.            Process and transmit on-demand verification reports to appropriate personnel.
5.            Document, Tracks, and Monitors all computer system work orders through the Track-IT software. Including detail information about the issue/problem and a complete resolution to the issue/problem.
6.            Provides a high level of technical support for all systems under the control of the MIS department; including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the appropriate System Analyst II, Technical Services Supervisor or Director of MIS.
7.            Provides assistance or training to all end-users where and when required, with the approval of the Technical Services Supervisor or Director of MIS.
8.            Responsible for the setup, support and maintenance of all in house audio visual equipment and non-printed media assets. Excluding audio visual equipment in the conference center that is under contract with a third-party vendor maintenance agreement.
9.            Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
10.         Performs computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
11.         Delivers, tags, Set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
12.         Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
13.         Responsible to create an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
14.         Perform other related duties as assigned by  Technical Services Supervisor or Director of MIS.
Knowledge, Skills and Abilities
1.            Knowledge of commonly-used concepts, practices, and procedures within a MIS Department.
2.            Ability to communicate effectively, both verbally and in writing.
3.            Ability to analyze complex computer problems and provide solutions.
4.            Knowledge of current technological developments/trends in The information technology field.
5.            Ability to investigate and analyze information and draw conclusion to resolve complicated situations.
6.            Ability to evaluate emerging technologies and identify their potential impact within the existing information technology environment.
7.            Ability to provide technical guidance and instruction on the use of computer technologies.
8.            Ability to plan, design, and implement computer systems and applications.
9.            Fundamental knowledge of basic systems analysis.
10.         Knowledge of, and programming skill in, at least one technologically current scripting language.
11.         Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment
12.         Ability to exhibit a strong motivational commitment to the organization.
13.         Ability to work within a network infrastructure.
14.         Familiar with standard concepts, practices, and procedures within an information technology field.
15.         Possess analytical thinking, troubleshooting and communication skills
16.         Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
17.         Ability to be on call whenever needed.
18.         Ability to rely on experience and judgment to plan and accomplish set goals.
19.         Knowledge of the following applications or systems is preferred:
·         Windows 2000/2003 Server
·         Microsoft Exchange Server 2003
·         Microsoft Office Suite 2007(Word, Excel, Access…)
·         Microsoft Outlook 2007
·         Avaya PBX/Voice Mail Support
·         Windows  XP/Vista
·         Networking Protocols

JOB REQUIREMENTS:
Minimum Qualifications, Education and Experience
1.    Employees degree in Information Technology, MIS, CIS, IT or related. Work experience maybe substituted for education on a year for year basis.
2.    Three (3) years of desktop and or network support experience in a Windows environment.
3.    MSCE. CCNA or other professional certification preferred
Licensing Status
 Must be able to obtain and maintain a STGC Gaming License at the Key employee level.
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