Job Description

PLEASE NOTE - This position may require temporarily relocation to other TONHC Facilities: Sells Hospital, Santa Rosa Health Center, San Simon Health Center, and San Xavier Health Center.

Position Summary:

Under general supervision, investigates and resolves software and hardware problems of computer user by performing installation, modifications, and making repairs to personal computer hardware and software systems; provides computer support, technical assistance and training to system users.

Scope of Work:

The work is normally reviewed upon completion, with occasional spot checks while in process, to ensure accuracy, timeliness and conformance to established standards; major work tasks are covered by instructions or procedures and unusual situations are referred to a supervisor.

Essential Duties and Responsibilities:

• Answers calls and interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone or problem is related to an issue with software.
• Logs and tracks calls using problem management database and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Enters commands and observes system functions to verify correct system operation.
• Instructs users in use of equipment, software, and manuals; schedules training courses for staff and end users as needed.
• Repairs, troubleshoots, maintains and monitors network, internet or intranet sites, email and other systems.
• Meets information systems requirements by surveying market for new user-friendly hardware and software products.
• Replaces defective or inadequate software packages.
• Maintains technical knowledge by attending seminars, educational workshops, classes and conferences; reviewing professional publications; establishing networks and participating in professional societies.
• Performs other job related duties as assigned and contributes to a team effort.

Knowledge, Skills, and Abilities:

• Knowledge of the Tohono O'odham culture, customs, and traditions.
• Knowledge in computer science and computer programming.
• Knowledge of applicable federal, state, tribal laws, regulations and requirements.
• Skill in system troubleshooting and problem-solving.
• Skill in operating various word-processing, spreadsheets, and database software programs.
• Skill in reviewing and analyzing complex technical manuals or journals.
• Skill in providing superior customer service to external and internal customers.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to exercise independent judgment.
• Ability to establish and maintain positive and effective working relationships with other employees and the general public.
• Ability to maintain privileged confidential information.
• Ability to work independently and meet strict time lines.
• Ability to travel throughout the internal and external boundaries of the Tohono O'odham Nation.
• Ability to work extended hours and various work schedules.

Minimum Qualifications:

• Associate's Degree in Computer Science, Information Systems, and three years' of work experience in computer science, or an equivalent combination of training, education, and work experience which demonstrates the ability to perform the duties of this position.

Licenses, Certifications, Special Requirements:

• Must possess Comp TIA A+ Certification.
• Upon recommendation for hire, a criminal background check is required to determine suitability for hire, including a 39-month Motor Vehicle Record.
• May require possessing and maintaining a valid driver's license, (no DUIs or major traffic citations within the last three years).
• If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
• Based on the department's needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham Language and English as a condition of employment.