IT Help Desk

Purpose

Ketchikan Indian Community (KIC) job descriptions are a management tool to help organize duties and provide employees with the employer’s expectations with regard to a specific job classification.  The duties listed are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is a reasonable assignment for the position.  This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice.

Job Summary

Incumbent will resolve computer user concerns by answering questions about hardware and software problems within entire organization through telephone, computer, and in-person communication to assist in maintaining a smooth microcomputer facilities operation. Incumbent will also work with other IT staff to ensure efficient and normal operations of the KIC network and may be assigned projects or tasks as needed to identify, resolve, repair or enhance network operations.

Facilities include but not limited to offices, presentation rooms, classrooms, multiple work facilities, and occasionally off-site locations.  Assist in disaster recovery and emergency situations.

ESSENTIAL JOB FUNCTIONS

• Communicate with user on the telephone or in person to troubleshoot or research hardware / software concern to respond to client staff request(s). 
• Reviews procedure / actions taken by user and instruct user to perform diagnostic procedures or complete remotely with employee.
• Be available to assist with computer, microphone, viewing area before scheduled meeting(s) and complete presentation test with co-worker.
• Assist with enforcement of computer network security by establishing new employee access and closing former employee computer access both on / off-site.
• Enforce Information Technology policy and procedures.  Responsible to take new employee picture for proximity card development.
• Assist with application updates, platform upgrades, and patching. 
• Loads software and enters necessary commands.  Place hardware into production and establish connections and test computer components.

Knowledge, Skills, and Abilities Requirements

• Knowledge of common operating systems and software;
• Knowledge of office equipment and limited maintenance;
• Knowledge of word processing and spreadsheet computer application skills;
• Knowledge and ability to carry out rules of Health Insurance Portability and Accountability Act (HIPAA), which protects patient rights;
• Skill of being able to utilize a maximum degree of professionalism and diplomacy with those who may be experiencing a high degree of stress mentally and/or physically (for both patients and co-workers);
• Ability to handle constantly changing flow of problem solving and remain productive during slow time periods;
• Ability to concisely document processes, issues, resolutions; strong writing skills required
• Exceptional ability to develop productive and positive customer relationship
• Ability to build trusting relationships and partner with end-users throughout the organization
• Ability to communicate professionally over the telephone and in person in a positive and clear manner;
• Ability to manage simultaneously multiple tasks, including telephone, computer operations and in-person visits;
• Ability to work independently with minimal supervision and able to prioritize assignments;
• Ability to take verbal instruction and complete assigned project by established deadline;
• Ability to be flexible in order to perform at the highest level as a team player.
• Ability to maintain confidentiality of all KIC operations and staff.

KIC Core Competencies

Cultural Competency: To be respectful and responsive to the health beliefs, practices, and cultural and linguistic needs of KIC Tribal Members. Developing cultural competence is an evolving, dynamic process that takes time and occurs along a continuum.

Uphold KIC Values: To make decisions and behave in a manner consistent with KIC Workplace Values of Trust, Teamwork, Respect, and Accountability, as well as Southeast Traditional Tribal Values “Our Way of Life”.

Commitment: To serve Tribal Members and set a high standard for yourself in your performance; strive for results and success; convey a sense of urgency and bring issues to closure; and stay persistent despite obstacles and opposition. 

Customer Service: Meet/exceed the expectations and requirements of internal and external customers; identify, understand, and monitor the needs of both internal and external customers; always talk and act with customers in mind; and recognize working colleagues as customers.

Effective Communication: Ensure important information is passed to those who need to know; convey necessary information with respect, clearly and effectively orally or in writing.

Responsiveness and Accountability: Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.

Working Conditions

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. 

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is frequently required to stand and/or sit. The employee is occasionally required to walk, sit, climb, or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, and depth perception.  The noise level in the work environment is usually average.