IT Help Desk Technician jobs in Sacramento, CA

Under direction, the IT Helpdesk Technician performs basic and intermediate computer related duties such as analyzes, troubleshoots, and resolves technical problems. The IT Helpdesk Technician is required to provide excellent customer service and assistance to internal team members, external staff and Tribal Citizens.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Depending on the areas of skill and assignment, employee may perform any of the following duties:

· Installs and maintains hardware, peripheral equipment and software.

· Assists in the review and/or preparation of user’s procedures and documentation.

· Provides informal and formal training to users on system’s implementations and operations.

· Performs in-home troubleshooting for Tribal Citizens including phone lines, computers and network equipment.

· Maintains supported endpoint platforms.

· Coordinates and trains users on endpoint deployments including computers, tablets, cell phones and VoIP.

· Maintains call and problem resolution logs/reports.

· Maintains Service Level Agreements.

· Maintains soft-skills and technical training programs.

· Assists in maintaining of hardware and software inventory.

· Answers Helpdesk phone calls and resolves issues, escalates calls to appropriate personnel.

· Provides endpoint (desktop/laptop/tablet/mobile) hardware and software support.

· Installs computers, software, and peripheral equipment and upgrades, as directed.

· Works with IT Department leadership to develop long and short-range plans for improvement of Helpdesk operations.

· Partners with other team members to analyze and resolve technical issues relating to hardware, operating system software and other supported systems.

· Assists other IT staff members to document and maintain the registration of all software licensing.

· Schedule, set up and maintain meeting and conference rooms technology as reqired.

· Assists with the setup of new employee’s computing equipment.

· Performs other duties as assigned.

Security and Integrity of all Computer Resources

· Assists in the maintenance and testing of all security access/login policies and procedures for all systems.

· Complies with IT policies to maintain the security and integrity of the computer room and Intermediate Distribution Frames (IDF).

· Performs security wipes and certification of all retired Yocha Dehe drives, as directed.

· Notifies supervisor immediately of any security breaches.

Communication

· Maintains daily, weekly and monthly Helpdesk reporting activities.

· Communicates network/system changes or enhancements to all users, when advised.

· Keep supervisor as well as all other departments abreast of all Helpdesk changes.

· Maintains Helpdesk tickets and ensures timely resolution.

Training

· Research educational opportunities and provides related information to IT Management.

· Cross-trains IT personnel and other employees, when/where applicable.

· Attends educational classes, seminars, and/or workshops and provide an in-service training to IT staff.

· Maintains existing industry standard certifications related to job duties (i.e. A , Network , etc.).

Internal and External Customer Relations
· Adheres to and supports the vision and the core values of the Yocha Dehe Wintun Nation.

· Maintains a positive attitude and outlook.

· Works collaboratively with others.

· Maintains continuity with Yocha Dehe Wintun Nation goals and objectives.

· Complies with Yocha Dehe Wintun Nation and departmental policies and procedures.

· Be polite and courteous at all times.

· Be to work on-time and work the entire shift.

REQUIRED KNOWLEDGE AND EXPERIENCE

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Ability to prioritize and manage tasks, tickets and projects.

· Good documentation skills.

· Perform duties with high integrity and responsibility.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and Experience

Associate degree in Computer Science from an accredited college or university; or equivalent education/experience in the computer science field. Minimum of one (1) year of related experience in helpdesk and customer service support. Experience with support of Virtual Desktops and deployments, required.

Must have working knowledge in the following areas: AV equipment, Microsoft Operating Systems for desktops, Microsoft Office products, Apple MacOS and iOS, Android, Adobe products, VoIP products, TCP/IP, DHCP, Wi-Fi, SFTP, etc.

Communication and Comprehension Skills

Must have excellent communication skills in verbal and in written form. Ability to maintain a high level of accuracy and confidentiality concerning Tribal matters by using tact, diplomacy, and an understanding of the organizational culture, climate, and/or politics. Excellent interpersonal skills in person, by phone and email using professional and courteous etiquette with sensitivity to the diversity of a multi-cultural audience and with cultural sensitivity.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

Computer Skills

Must be skilled in Microsoft Office applications with the ability to use word processing, multimedia, email, spreadsheets, and database management software. Possesses up to date knowledge in technology in the areas of multi-user computer environments including server hardware, software and support functions. Extensive experience with end user computing devices and software applications. Understands software deployment and strategies.

Certificates, Licenses, Registrations

Individuals must be able to successfully pass the Tribal Gaming Agency (TGA) Background Check. Must possess a valid driver’s license and maintain a driving record that is satisfactory to the Tribe’s insurance carrier.

A , Network , MCDST, MOS, MTA certifications or related experience preferred, not required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and reach with hands and arms, talk, hear, and smell. The employee is occasionally required to stand; walk; climb and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.

The work environment includes regularly working near moving mechanical parts.

Additional Conditions of Employment

Must be able to work with diverse population and with cultural sensitivity. Must be willing to sign the Tribe’s Non-Disclosure, Non-Disparagement and Confidentiality Agreement. Ability to work extended hours during an emergency event or outage.

Job Type: Full-time

Pay: $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• This position requires an extensive background check. Are you able to comply?
• This position is located in Brooks, CA. Near Cache Creek Casino. Are you able to commute?
• This position is not a remote opportunity. Onsite schedule requirements for training then transition to hybrid schedule upon director approval. Do you agree to the On-site schedule?

Experience:

• help desk and customer service: 1 year (Required)
• virtual desktops and deployments: 1 year (Required)

Ability to Relocate:

• Brooks, CA 95606: Relocate before starting work (Required)

Work Location: Hybrid remote in Brooks, CA 95606