END USER SUPPORT ENGINEER

VACANCY ANN. #: STOI-24-026
TITLE: END USER SUPPORT ENGINEER
SUPERVISOR: IT DIRECTOR
DEPARTMENT: INFORMATION TECHNOLOGY
STATUS: REGULAR, FULL-TIME, NON-EXEMPT
LOCATION: WELLPINIT, WA
SALARY / GRADE: $20.00 - $26.00 / PER HOUR
OPENING DATE: APRIL 22, 2024
CLOSING DATE: MAY 06, 2024

INTRODUCTION:

STOI is looking for a flexible, energetic, and motivated professional for a newly created End User Support Engineer position for the Tribe. As an End User Support Engineer, you will provide hardware and software technology support for the company. You must be capable of working in a hybrid Cloud Infrastructure, analyze ticket data and come up with solutions, help people on call, remotely and in person with exception customer care and provide users with a seamless IT experience. Business hours are Monday – Friday 8:00am – 4:30pm, after hours work and/or occasional weekend work (depending on the projects).

MAJOR DUTIES & RESPONSIBILITIES:
• Provide technical support to end-users through various channels such as in-person, phone, email, or remote assistance tools.
• Respond to user inquiries and assist in troubleshooting hardware, software, and network-related problems.
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Install, configure, and maintain software applications, operating systems, and network components.
• Assist in the setup and configuration of user accounts, permissions, and security settings.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Document and maintain records of reported problems and their resolution in the ticketing system.
• Provide user training and guidance on various applications, tools, and technologies.
• Stay updated with the latest technology trends, industry best practices, and emerging software/hardware solutions.
• Assist in the evaluation and testing of new software applications or hardware devices.
• Contribute to the development and improvement of IT support processes and procedures.
• Maintain inventory of hardware and software assets, ensuring proper asset management and tracking.
• Must maintain an acceptable departmental attendance record. 
• Must be reliable and prompt when reporting to work. 
• Proactively manage a queue of customer support tickets.
• Identify, troubleshoot, and quickly resolve technical issues via phone and email.
• Maintain a high level of professionalism with customers and work to establish a positive rapport during each interaction.
• Must adhere to all established rules, regulations, procedures, and policies of STOI and the IT Department. 
• Must participate in on-call rotation. 
• Installs and optimally configures operating system and application software, including but not limited to Microsoft Windows Operating Systems, Microsoft Office, E-Mail Communications, and other departmental specific software.
• Assist users across all levels of the organization with both onsite and remote work, troubleshoot technical issues, and collaborate with other team members when needed.
• Prepares appropriate handout materials. All documentation must be reviewed by the immediate supervisor prior to distribution to users. 
• Work with user related applications to troubleshoot functional and technical problems. 
• Maintains computer-related inventory listing, including hardware and software. 
• Documents support activities according to organizational standards. 
• Prepares administrative reports on support activities as requested. 
• Completes weekly time reporting according to organizational standards. 
• Stays current in field, read assigned publications and other documents. 
• Must be willing to carry company cell phone. 
• Must maintain compliance with all workplace policies, procedures, ordinances, laws, and other communicated expectations, including but not limited to: Employment Manual, Tribal Internal Controls, Departmental Procedures, memos, or other communication from supervisory or regulatory personnel. 
• The above duties and responsibilities are NOT an all-inclusive list, but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the department supervisor and/or manager. 

KNOWLEDGE, SKILLS, & ABILITIES REQUIRED:
• Must be able to work with a variety of people with diverse personalities. 
• Must have a positive attitude and provide a teamwork structure within the department. 
• Must be willing to enhance self-development and be willing to adapt to change. 
• Experience with basic PC and network hardware and software.
• Experience with Microsoft packages (e.g., Office 365, MS Teams, SharePoint,)
• Familiar with Android phones and iPhones for email/MS Teams troubleshooting.
• Ability to automate repetitive tasks (using SysAid, and other ERPs)
• Knowledge of recovery software and Microsoft OneDrive solution for cloud backup storage.
• Familiarity with some Remote-Control software and VPNs.
• At least 2 years of IT experience.
• Must be able to lift and/or move up to fifty (50) pounds on a regular basis, occasionally work in uncomfortably hot or cold environments, stand, stoop, kneel, crouch, crawl in awkward/cramped positions, and climb stairs/ladders. 
• Networking: Knowledge of networking principles, including TCP/IP, VLANs, routing, and switching, especially pertaining to Meraki firewalls and SD-WAN.
• Cloud Computing: Familiarity with cloud platforms like Azure, including services such as virtual machines, networking, and identity management.
• Security: Understanding or willing to and able to learn cybersecurity principles, including firewalls, VPNs, and security best practices for IT infrastructure.
• End-User Support: Knowledge of desktop operating systems (Windows, macOS) and common productivity software, as well as troubleshooting techniques for hardware and software issues.
• Customer Service Skills: Strong customer service skills, as the role involves interacting with end-users to troubleshoot and resolve technical issues promptly and effectively.
• Communication Skills: Excellent verbal and written communication skills to facilitate clear and concise communication with end-users and colleagues.
• Adaptability and Willingness to Learn: Demonstrated ability to learn quickly and adapt to new technologies and processes is essential in the rapidly evolving field of IT.
• Cultural Sensitivity: Awareness and sensitivity to the cultural nuances and traditions of the tribal community served by the non-profit organization is essential for effective communication and collaboration.
• Team Player: Ability to work collaboratively within a team environment, as well as independently, when necessary, to achieve common goals and objectives of the IT department and the organization as a whole.
• Networking: Knowledge of networking principles, including TCP/IP, VLANs, routing, and switching, especially pertaining to Meraki firewalls and SD-WAN.
• Cloud Computing: Familiarity with cloud platforms like Azure, including services such as virtual machines, networking, and identity management.
• Security: Understanding or willing to and able to learn cybersecurity principles, including firewalls, VPNs, and security best practices for IT infrastructure.
• End-User Support: Knowledge of desktop operating systems (Windows, macOS) and common productivity software, as well as troubleshooting techniques for hardware and software issues.
• Customer Service: Knowledge of customer service principles and techniques to effectively communicate with end-users and resolve their issues.
• Technical Troubleshooting: Ability to diagnose and resolve technical issues related to hardware, software, and network infrastructure.
• Communication: Strong verbal and written communication skills to interact with end-users, team members, and stakeholders effectively.
• Documentation: Skill in maintaining accurate and up-to-date documentation of IT systems, processes, and procedures.
• Problem-Solving: Ability to analyze complex technical issues, identify root causes, and develop effective solutions.
• Adaptability: Ability to adapt to changing technologies, priorities, and business requirements in a dynamic IT environment.
• Time Management: Ability to prioritize tasks and manage time effectively to meet service level agreements (SLAs) and deadlines.
• Customer Focus: Ability to empathize with end-users, understand their needs, and provide prompt and courteous support.
• Continuous Learning: Willingness to stay updated on industry trends, emerging technologies, and best practices in IT service delivery and support.

MINIMUM QUALIFICATIONS:
• Associate degree in Computer Science, Information technology or similar field, plus one year of IT End User Support Experience OR
• A Minimum of four years’ experience in a related field plus applicable Technical Certifications such as ITIL, Azure Cloud Infrastructure, CCNA, etc.
• Demonstrated knowledge of Azure Cloud Infrastructure fundamentals and administration.
• Demonstrated knowledge of Modern SD-WAN and Firewall
• Demonstrated Knowledge of operating systems such as Windows and MacOS, as well as commonly used software applications, is required to support end-users effectively.
• Valid drivers license and a good driving record.

PREFERRED QUALIFICATIONS:
• Bachelor’s Degree: Preferred in Computer Science, Information Technology, or related field. Equivalent work experience may be considered in lieu of formal education.
• Certifications: Preferred certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified IT Professional (MCITP) can demonstrate proficiency and commitment to the field.
• Experience in Non-Profit or Tribal IT Experience: Experience working within a non-profit or tribal administrative environment is preferred, as it demonstrates an understanding of the unique challenges and cultural sensitivities that may be encountered in such settings.

Contact: Sabrina McCoy or Empero Corral
P.O. Box 206, Wellpinit, WA 99040
(509) 458-6583 or (509) 458-6527, or Fax (509) 458-6556
E-mail: hrfrontdesk@spokanetribe.com
All Applications Must Be Received in the HR Department No Later Than 4:30 p.m. on the Closing Date
The Spokane Tribe of Indians Reserves The Right To Hire According To Its Indian Preference Policy
All Applicants Are Subject To A Pre-Employment Drug Test
All Positions With The Spokane Tribe Are Subject To A-90 Day Orientation