IT Client Support Technician - North

Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Descendant or Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants. At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians. Drug Testing: The Kalispel Tribe of Indians is a drug free work place. All applicants are subject to drug testing at the time of hire and at unannounced times during employment. Background Investigation: All candidates and employees may be subject to a background investigation.

The Client Support Technician for the Kalispel Tribe of Indians (KTI) is responsible for Tier 1 and Tier 2 support used in business systems owned and managed by KTI, and for supporting the users of those systems. The Client Support Technician maintains and operates systems through effective troubleshooting, repair, and performance analysis to ensure a stable environment. Client Support Technicians activities include installing, maintaining, repairing, and overhauling systems, and equipment platforms, to include telecommunication, data, audio visual, and network infrastructure. Client Support Technicians manage client user and device accounts. Clients Support Technicians remove, and replace components and peripherals to restore, and resolve software and hardware issues for end-users.

• Conduct research, evaluate, and recommend products and services to support project and client requirements.
• Suggest improvements to IT business processes and procedures to enhance efficiency and improve service levels.
• Alert management to emerging trends in incidents.

• Work with software and hardware vendors to request service regarding defective products.
• Maintain and replace deployed technology and add modern technologies, as necessary.
• Assist contracted specialist, technical personnel, or vendors to implement projects, solve problems, and extend knowledge base.

• Provide Level I support of technology resources and acts as an escalation point for advanced requests to team members and guests in all tribal government and business operations.
• Monitor systems, and notify IT Support staff about outages including troubleshooting, scope, and impact information. If needed, determine the correct IT Support section, and escalate outage or functionality issues.
• Log and track calls and issues using the ticket management database and maintain history records and related problem documentation.
• Transfer ticketed work to other IT Support sections correctly and monitor the work as it progresses to resolution. Ensure all ticket work adheres to service level agreements, departmental policy, and standard operating procedures.
• Configure, install, move, and change end-user devices, including cabling and connectivity.
• Confront incidents, research solutions through internal and external knowledgebase, performs hands-on fixes when remote tools are not appropriate, and test resolution to ensure problem has been adequately resolved.
• Report information-security incidents and with guidance from senior team members execute corrective security procedures.
• Establish and maintain Preventative Maintenance (PM) schedules for system assets.
• Install and configure operating system and application software on company devices.
• Assist with creation of user documentation, including checklists, manuals, and procedures.
• Train users on software and hardware as required.
• Periodically test disaster recovery equipment kits to ensure business continuity.
• Other duties as shall be assigned.

This position has no supervisory responsibilities.

• Associate degree in Information Technology, or equivalent in Information Technologies (or closely related fields) is strongly preferred.
• Two additional years of hands-on experience may be substituted for academic requirements.
• CompTIA A certification is preferred; certification within six months of employment is required, including regular progress toward certification.

• Two (2) years of practical experience with installation, operation, and maintenance of client systems and services.
• A minimum of two (2) years of direct, hands-on experience in procurement, configuration, deployment, management, and administration of end user devices.
• Two (2) years of practical knowledge with current Microsoft Office environment and Microsoft applications and the ability to assist users using the applications and troubleshoot program errors.
• Two (2) years of practical experience with current Windows desktop, MacOS and iOS operating systems.
• Two (2) years of practical experience with Windows command line and PowerShell utilities including Ping, Trace Route, IP Config, and gpresult.
• Working knowledge of Active Directory, Group Policy Management, and Computer Management tools.
• Working knowledge of Internet search engines and advanced technical language to perform searches for solutions to technical problems.

• Requires the ability to lift and/or move objects weighing up to 50 pounds.
• Constantly requires the ability to give and receive detailed information through verbal communication.
• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
• Constantly requires working with fingers rather than the whole hand or arm.
• Constantly requires repetitive movement of the wrists, hands and/or fingers.
• Constantly requires walking or moving about to accomplish tasks.
• Often requires standing and/or sitting for sustained periods of time.
• Often requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
• Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
• Occasionally requires stooping which entails the use of the lower extremities and back muscles.

• This position is performed primarily in an office environment.
• This position requires occasional overtime or work to be performed outside general business hours. Some Holidays, evenings or weekends, shift work, or on-call work may be required.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Local travel to support KTI businesses may be required. This travel may be required on a regular basis. Travel outside of the area and state is occasionally required. Out of area travel time is typically less than a week in duration.