Description
FIRST POSTING TO ENROLLED ONEIDA TRIBAL MEMBERS ONLY
Salary is Negotiable
After successful completion of the probationary period, employee will receive off probation wage increase.
Summary:
This position will serve as a single point of contact for the DTS department while providing service, support, technology solutions, and education to the employees of the Oneida Nation and other DTS support staff. Incumbent will improve customer interactions and provide customer service excellence while following the procedures, guidelines, and computing standards of the Oneida Nation. Perform system administration for various DTS systems to meet the needs of the organization. Apply problem management techniques to minimize severity and adverse impact of problems. Apply knowledge management techniques to facilitate effective and consistent support processes and to promote a culture of self-sufficiency.
Responsibilities:
* Respond to customer inquiries that have been escalated or referred from support staff.
* Minimize severity and adverse impact of problems by using problem management techniques such as: monitoring service levels and alerting before incidents occur, isolating and troubleshooting, performing trend and root cause analysis, and restoring service following CMR procedures.
* Ensure availability, reliability, security, and performance of organizational systems, network infrastructure, and data to meet the needs of the organization through system administration, which includes one or more of the following: researching, evaluating, recommending, planning, designing, implementing, and documenting new technologies, following CMR procedures as appropriate.
* Facilitate effective and consistent support processes and reduce support costs by using knowledge management processes.
* Promote a culture of self-sufficiency and reduce training time for support staff and their escalated incidents by coaching, sharing knowledge and mentoring.
* Improve customer interactions by understanding, applying, and sharing best practices for communication methods such as: active listening, call differentiating, questioning, rapport building, avoiding barriers to communication, and matching the customer's communication style.
* Maintain and enhance customer satisfaction by using quality assurance best practices such as: call monitoring, incident monitoring, request for service (RFS) monitoring, key performance indicator (KPI) monitoring, customer surveys, round tables, focus groups, and meetings with business units.
* Deliver timely, consistent and quality support by following organizational computing standards, Service Level Agreements (SLA's) and the guidelines of the Customer Support Center including call handling and closing procedures, assessing impact, incident and service request documentation standards, and escalation procedures.
* Stay informed about the industry by: attending industry events, participating in webinars and seminars, reading industry publications, cross training with co-workers and joining industry-related user groups.
* Keep supervisor informed by providing regular status reports that include concise summaries of accomplishments, problems, opportunities and concerns.
* Practice excellent customer service skills at all times to include, but not limited to, addressing customer and employee needs courteously and promptly.
Skills:
Essential:
* Ability to operate standard office equipment such as a personal computer, phone, two-way radio, fax, copier, calculator and printer
* Oral and written communication
* Ability to develop and maintain professional relationships with a variety of individuals and groups in a complex, multi-cultural environment.
* Ability to inform and communicate verbally and in writing in diverse and challenging situations with the ability to process information effectively, identify and define problems and make objective decisions.
* Ability to be dependable and conscientious; possess initiative, self-motivated and capable of working independently
Education Requirement - Or A Closely Related Field:
Education with Equivalent Qualifications:
Essential:
* Associates Degree in Information Technology
Credentials:
Essential:
- Driver's License Personal Vehicle
- Insurance Required
- ompTIA A+ Certification
- IT Industry Standard Network Certificate (E.g. CompTIA)
- a certificate in CompTia Network+ or Novell CNA or Microsoft MCSA
- Microsoft Certified Desktop Support Technician (MCDST)
- Help Desk Institute Help Desk Analyst (HDA)
- Applicants who do not possess the HDI HDA certification will be required to formulate a plan to aggressively pursue this certification and complete that plan within a specified period of time as approved by the supervisor.
Working conditions:
Essential:
* Sit continuously
* Stand occasionally
* Walk occasionally
* Bend/stoop occasionally
* Crawl occasionally
* Reach above shoulder level occasionally
* Crouch Occasionally
* Kneel occasionally
* Balance occasionally
* Occasionally push/pull, and carry/lift up to one hundred (100) pounds with assistance.
* Repetitive movement of hands
* Work in all weather conditions
* Available seven (7) days a week, twenty-four (24) hours a day.
* Work irregular shifts
* Work on call hours
* Evening and weekend work may be required
Experience:
Essential:
* Two (2) administering local area networks
* One (1) years experience Customer service and computer work
* Three (3) years experience Supporting, installing and maintaining PC's
Other information:
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT - The Oneida Nation does not discriminate based on race, color, national origin, sex, religion, age or disability status in employment or the provision of services. However, individuals of Indian ancestry and Veterans will be given preference by law in employment.
Continuation of this position is contingent upon funding allocations.
Must maintain strict security, confidentiality, and quality to meet professional standards of the department.
Must adhere to all Oneida Nation Personnel Policies and Procedures, Oneida Nation Standard Operating Procedures, and Area and Program Strategic Plans and Policies.
Must pass a background check to meet Employment Eligibility Requirements. If applicable, must pass a background check to meet Oneida Nation/State Compact and/or Oneida Nation Gaming Ordinance, and may be required to obtain a temporary license and/or Gaming license as a condition of employment.
Must be willing and able to obtain additional related education and training.
Must pass a pre-employment drug screen and adhere to the Nation Drug and Alcohol-Free Workplace Policy.
A Tuberculosis (TB) Screening and/or a 2 step TB Skin Test is required within thirty (30) days of employment.
Must provide a copy of diploma/degree, license, or certification upon employment.
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