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Job Description - IT Specialist Tier II

Organization: Dakota Economic Development Corporation (DEDC)
Reports To: IT Manager
Location: DEDC Headquarters, Fort Thompson, SD
FLSA Status: Non-Exempt

Position Summary

The IT Specialist / Technician is responsible for providing technical support, systems maintenance, and cybersecurity assistance for a tribally owned lending enterprise. This role ensures the integrity, security, and efficiency of the organization's technology systems, hardware, and software, with a focus on supporting remote teams, safeguarding customer data, and maintaining compliance with tribal and federal data protection standards.

Key Responsibilities

• Serve as the first and second line of technical support, responding promptly to user issues by phone, email, chat, or ticketing system.
• Diagnose and resolve a wide range of software, hardware, and network problems, escalating unresolved or critical issues to higher tiers or supervisor as needed.
• Log, track, and document all service requests, resolutions, and troubleshooting procedures within the helpdesk ticketing system.
• Provide remote and on-site support for desktops, laptops, mobile devices, and peripheral equipment.
• Perform routine maintenance, patching, and updates to ensure system reliability and compliance with cybersecurity policies.
• Install, configure, and maintain operating systems, enterprise applications, and network connections.
• Support user account management, permissions, and access control through systems such as ActiveDirectory and Office365.
• Collaborate with vendors and internal teams to address product-specific or infrastructure-related issues.
• Identify recurring technical problems, recommend long-term solutions, and contribute to continuous improvement of IT processes.
• Create and update documentation, technical knowledge bases, and standard operating procedures.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical work experience.
• Minimum of 2 years of experience in IT support, systems administration, or desktop/network troubleshooting.
• Proficiency in Microsoft Windows, Office365, and enterprise applications, with strong familiarity using remote support tools.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN configuration.
• Experience with user account management and ActiveDirectory administration.
• Working knowledge of system imaging, endpoint management, and patching processes.
• Foundational knowledge of cybersecurity measures, antivirus programs, and data protection protocols.
• Competence with service management and ticketing systems
• Ability to diagnose and resolve hardware, software, and network issues efficiently and escalate when necessary.
• Strong analytical and problem-solving skills with attention to accuracy and detail.
• Excellent communication and interpersonal abilities, capable of explaining technical solutions to non-technical users.
• Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced, team-oriented environment.
• Industry certifications such as CompTIAA+, Network+, Security+, Microsoft365, or CCNA strongly preferred.
• Professionalism, reliability, and flexibility to support after-hours or on-call operations when required.

Core Competencies

• Technical Systems Expertise
• Network Administration & Infrastructure Support
• Cybersecurity Awareness & Risk Mitigation
• Analytical Thinking & Root Cause Analysis
• Customer Service & End-User Support Excellence
• Communication & Technical Documentation
• Adaptability & Continuous Learning
• Collaboration & Cross-Team Coordination
• Time Management & Prioritization
• Problem Solving & Issue Resolution

Work Environment & Travel

• Onsite
• Occasional Travel

Salary

Salary is commensurate with experience, and offers will be competitive based on qualifications and industry standards, with comprehensive benefits including:

• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Retirement savings options.

Tribal Preference Policy

In accordance with DEDC policy, Tribal Preference applies to this position:

1. A member of the Crow Creek Sioux Tribe
2. A descendant of a member or members of the Crow Creek Sioux Tribe
3. A member of another federally recognized tribe

Preference applies to hiring, promotion, training, and layoffs if candidates meet minimum qualifications. Among equally qualified candidates, the most suitable in the preference category will be selected.