What are the responsibilities and job description for the IT CUSTOMER SUPPORT SPECIALIST position at TMC?
CLOSING DATE: 09/23/24 @4:00pm (MST)
Salary Range: $19.06-$22.88/Hour
**APPLICANT MUST HAVE A VALID, UNRESTRICTED INSURABLE DRIVER’S LICENSE**
** RESUME AND REFERENCES ARE REQUIRED**
ESSENTIAL DUTIES, FUNCTIONS AND RESPONSIBILITIES:
- Receives calls at the Help Desk, documents, and follows up on all technical assistance requests. Logs and tracks all customer support requests in the ManageEngine ServiceDesk Plus ticketing system. Monitors until completion and provides status on incomplete problem requests to customers and supervisor daily.
- Provides timely repair of Personal Computer (PC) equipment. Identifies, diagnoses, and resolves tier one (1) problems for end users of personal computer software, hardware, network, and Internet browsing problems in a call center environment.
- Diagnoses and resolves end-user network or local printer problems, e-mail, remote and local-area network access problems.
- Troubleshoots and documents facility wide system failures and equipment problems. Within available guidelines, initiates appropriate corrective action to maintain production schedules. Refers to supervisor or senior Information Technology Specialists on any system failures and equipment problems that do not respond to standardized corrective procedures.
- Performs routine and preventive maintenance on Information Technology (IT) equipment, inventories software and hardware, monitors equipment performance, and provides information for analysis and performance enhancement.
- Assists in installations and maintenance of standardized software packages on all personal computers including the installation of updates and patches.
- Prepares system logs and other records of computer operations including documentation of problems, system malfunctions, system status, etc., and corrective action taken.
- Provides limited active directory support by creating user accounts in adherence to FDIHB program procedures and resets user passwords as necessary. Removes computer access as necessary and tracks user account status.
- Provide Resources and Patient Management System (RPMS) (basic) computer administrative support including resetting passwords, releasing users, terminating user RPMS jobs, and printer management.
- Assists in the configuration, delivery, and set up, of assigned end-user PC desktop system hardware, software and peripherals.
- Performs other duties as assigned.
MANDATORY MINIMUM QUALIFICATIONS:
Experience:
One (1) year of direct work experience.
Education:
Associate’s Degree in Information Technology or closely related field or equivalent combination of education and direct related work experience.
**Please email degree, transcripts, license and certifications to Elvera Shirley@fdihb.org
NAVAJO/INDIAN PREFERENCE:
FDIHB and its facilities are located within the Navajo Nation and, in accordance with Navajo Nation law, has implemented a Navajo/Indian Preference in Employment Policy. Pursuant to this Policy, applicants who meet the minimum qualifications for this position and who are enrolled members of the Navajo Nation will be given primary preference in hiring and employment for this position and members of other federally-recognized Indian tribes will be given secondary preference. Other candidates will be considered only after all candidates entitled to primary or secondary preference have been fully considered.
Salary : $19 - $23
