Desktop Analyst
6 days ago
Joplin
Job Description Job Opportunity Department Information Technology (IT) Job Title Desktop Analyst Employment Status Full-Time, non-exempt Wage TBD General Definition The Desktop Analyst provides daily end-user technical support to the Eastern Shawnee Tribe of Oklahoma (ESTOO), Tribal Government, Tribal Entities, and authorized users. This position troubleshoots and resolves issues related to Microsoft Windows workstations, Microsoft 365 applications, printers, copiers, scanners, phones, mobile devices, network connectivity, user accounts, business applications, and other IT-supported systems. The Desktop Analyst documents and prioritizes support requests, maintains assigned IT equipment, assists with endpoint security and system updates, supports small-scale network cabling needs, and participates in IT projects. The primary duty of this position is to provide timely, effective, respectful, and confidential service in support of Tribal operations. Supervision Received Information Technology (IT) Director Supervision Exercised None Essential Job Functions · Provides first-line technical support for desktops, laptops, printers, copiers, scanners, phones, mobile devices, peripherals, software, and supported business applications. · Responds to, documents, prioritizes, tracks, and resolves support requests using the IT department ticketing or work request process. · Installs, configures, deploys, maintains, repairs, and replaces computer hardware, software, peripherals, and related IT equipment. · Troubleshoots Microsoft Windows, Microsoft 365 applications, email, collaboration tools, browsers, remote access, Wi-Fi, and basic network connectivity issues. · Assists with user account setup, password resets, access changes, multi-factor authentication support, onboarding, offboarding, and equipment recovery using approved IT procedures. · Supports endpoint management tasks including workstation setup, device enrollment, software deployment, patching, updates, and endpoint security remediation as assigned. · Provides support for printers, copiers, scanners, fax equipment, phones, conference room technology, and other office technology. · Maintains accurate records of IT assets, assigned equipment, software licenses, support requests, work performed, and completed tasks. · Creates and updates IT documentation, user instructions, troubleshooting procedures, inventory records, and standard operating procedures. · Assists with basic network support, including connectivity troubleshooting, cable testing, jack labeling, patching, and coordination of network changes with IT leadership. · Installs, terminates, tests, and labels copper network cabling for small-scale projects when appropriate; assists or supports third-party vendors for larger cabling or construction-related installations. · Assists with day-to-day support of network hardware, security tools, backup-related tasks, and other infrastructure systems under the direction of IT leadership or senior technical staff. · Supports cybersecurity efforts by assisting with endpoint protection, software updates, access-related support, phishing response, password resets, multi-factor authentication, and reporting suspected security incidents. · Assists with IT projects, equipment refreshes, office moves, new construction technology needs, public meetings, special events, and scheduled maintenance as assigned. · Maintains the confidentiality, security, and privacy of Tribal information, user data, systems, communication lines, and equipment. · Escalates complex infrastructure, cybersecurity, application, vendor, or policy-related issues to appropriate IT staff, vendors, or leadership. · Provides courteous, timely, professional, and respectful service to Tribal citizens, Tribal Officials, employees, departments, Tribal Entities, vendors, and other authorized users. · Performs other duties as assigned. Minimum Qualifications Education and Experience · High School Diploma or GED required. · Associate degree in Information Technology, Computer Science, or a related field preferred. · One (1) to three (3) years of experience in desktop support, help desk support, technical support, or related IT work preferred. · An equivalent combination of education, technical training, certifications, and relevant experience may be considered. · Experience working in a Tribal government, Tribal Entity, government, public sector, gaming, or regulated environment preferred. Preferred Technical Experience · Microsoft Windows desktop operating systems and Microsoft 365 applications. · Microsoft identity, directory, and endpoint management services, including account administration, device management, software deployment, and update support. · Basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, network cabling, and connectivity troubleshooting. · Printer, copier, scanner, fax, phone, and conference room technology support. · Ticketing systems, asset inventory, technical documentation, and standard operating procedures. · Endpoint security tools, antivirus or endpoint detection and response tools, phishing response, patching, and cybersecurity best practices. · Basic familiarity with server, backup, virtualization, database, web, or infrastructure technologies is helpful but not required for this position. Preferred Certifications · CompTIA A+, Network+, or Security+. · Microsoft 365, Windows, endpoint administration, or related Microsoft certification. Knowledge, Skills, and Abilities · Knowledge of Microsoft Windows workstations, Microsoft 365 applications, computer hardware, printers, peripherals, and common business technology. · Basic understanding of user accounts, permissions, authentication, endpoint management, and directory/account management concepts. · Basic understanding of network connectivity, Wi-Fi, cabling, printers, phones, and related troubleshooting methods. · Ability to diagnose, troubleshoot, document, and resolve technical problems in a timely and organized manner. · Ability to communicate technical information clearly to non-technical users. · Ability to provide excellent customer service while remaining calm, professional, and respectful under pressure. · Ability to manage multiple priorities, deadlines, interruptions, and service requests in a fast-paced environment. · Ability to work independently, follow established procedures, and ask for guidance or escalate issues when appropriate. · Ability to work effectively as part of a small IT team and contribute to shared department goals. · Ability to retain and apply technical information, follow documentation, and learn new systems and processes. · Ability to handle highly sensitive information and maintain confidentiality at all times. · Demonstrated work ethic, integrity, accountability, diplomacy, and professional conduct. · Respect for Tribal sovereignty, Tribal citizens, Tribal Officials, Supervisors, Co-Workers, and Tribal values. Licenses/Certifications/Other · Current/valid driver license required. · Must be able to pass a background check and receive and maintain any required license or permit from the Eastern Shawnee Tribe Gaming Commission. · Must be able to complete a pre-employment drug test with a negative result. · Must have favorable, verifiable work history and references. · Must comply with all applicable IT policies, confidentiality requirements, acceptable use standards, cybersecurity procedures, and Tribal policies. · May be required to work occasional evenings or weekends for special events, public meetings, projects, outages, or scheduled maintenance. This position is not intended to have a regular on-call rotation. Physical Requirements and Work Environment · Work is generally performed in office, public service, meeting, equipment room, and Tribal facility environments. · Must be able to sit, stand, walk, bend, kneel, crawl under desks, reach overhead, and access work areas as needed to install or troubleshoot equipment. · Must be able to lift, carry, move, and install computer equipment, monitors, printers, peripherals, and related hardware up to 50 pounds, with assistance as needed. · Must be able to travel between Tribal Government and Tribal Entity facilities as assigned. · May work near server, network, copier, cabling, construction, or equipment areas as needed while following applicable safety procedures. Confidentiality This position may have access to confidential, sensitive, privileged, or protected information. The employee is required to protect such information and use it only for authorized business purposes. Unauthorized access, use, or disclosure of confidential information may result in disciplinary action, up to and including termination. Company DescriptionThriving Tribal Government located in Wyandotte Oklahoma offering a wide range of employment optionsThriving Tribal Government located in Wyandotte Oklahoma offering a wide range of employment options