Specialist IT Technical Support II

Job Description – Specialist IT Technical Support II

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Reports to

Manager, Service Delivery

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Must take a personal and active approach to health, safety and environment and understand and follow all state, federal and company health, safety and environmental requirements applicable to the work area and tasks assigned.

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Summary of Position:

The Specialist IT Technical Support II is a member of the Information Systems & Technologies (IS&T) department and is responsible for desktop, and client network support in a 24x7 environment. This position will be required to respond to phone calls, e-mail and personnel requests for technical support, coaching and training.

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Essential Duties/Responsibilities

• Perform all tasks with a focus on customer service.
• Perform role functions according to established standards.
• Work occasional evenings and weekends as required.
• Manage service requests for users via the IT Service Management (ITSM) toolset according to service specifications.
• Thoroughly document, track, monitor incidents and problems; ensuring timely resolution while adhering to change control procedures.
• Setup, install, configure, test, deploy, maintain, upgrade and troubleshoot with external vendors as required.
• Maintain existing desktops, laptops and portable devices.
• Assist in maintaining workstation security, switches, firewalls and approved application patches.
• Assist in data backup and recovery processes.
• Manage and troubleshoot computer equipment, Local Area Network, Wide Area Network (LAN/WAN), including all related switches and peripherals with assistance from supporting teams as required.
• Identify areas of opportunity for improvement and problem resolution relating to connectivity and application inter-operability.
• Support telecommunications technologies and protocols.
• Create, update and maintain IT procedures and practices.
• Collaborate with business unit staff and IS&T team members to ensure all application configurations are consistent across user devices.
• Ensure all administrative tasks (i.e. status updates and reports) are completed as required.
• Participate in on-call rotation and after hour’s emergency support model.
• Participate in Service Desk call rotation.
• Maintain systems in accordance with data retention policy.
• Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and
• logs repairs and services performed.
• Must be able to travel 10-20% of the time.
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Qualifications:

Knowledge and Relevant Experience

• Associate’s degree in Computer Science or related field, or equivalent experience required.
• Minimum 3-year demonstrated experience supporting workstations and phones in a corporate environment.
• A minimum of 3 years of experience working in a semi-directed manner as part of a geographically dispersed team.
• Demonstrated ability to work with a high level of integrity and teamwork.
• Ability to foster a cooperative work environment.
• Minimum of 2 years of experience of Proficient administration of Windows 11 based workstations, printers and other hardware as well as applications in an Active Directory environment.
• Minimum of 2 years Experience with Windows Active Directory: (User/Group Security Management).
• Demonstrate an understanding of IS&T systems interoperation in respect to client server functionality.
• Minimum of 1 years of experience supporting Print Server Services.
• Familiar with Virtual Private Network (VPN) and Virtual Desktop Infrastructure (VDI) Services.
• Excellent verbal and written communication skills in being succinct and non-technical when required.
• Exceptional interpersonal skills, with a focus on listening, appropriate questioning skills and responding objectively to the thoughts and ideas of others.
• Proven ability to conduct research into a wide range of computing issues as required.
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Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to frequently sit with frequent forward bending and occasional rotation. The employee must rarely lift, carry and/or move up to 13 pounds and rarely lift and/or move up to 25 pounds. The employee is required to rarely push or pull up to 45 pounds horizontally. The employee frequently is required to use hands to finger, handle or feel and reach with hands and arms. The employee is required occasionally to walk; climb stairs; and stand with rare rotation. Rarely the employee is required to squat repetitively or reach up to 74”. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

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Working Environment: Works in office and mining environments. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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How to Apply

Qualified applicants - those who meet the necessary qualifications listed above, may apply by submitting a cover letter, resume, at least three professional references, supporting documents (copies of degrees, certifications, etc.) and proof of Navajo Nation membership (if applicable) to navenergy.com.

Closing date to apply is 5:00 p.m. MST on September 15, 2023.

Late submissions will not be accepted.

Qualified Applicants Only

You must meet the specific necessary qualifications listed above to be considered a qualified applicant. Nothing in this job posting or description should be construed as an offer or guarantee of employment.

This Position is subject to the preference requirements in the Navajo Preference in Employment Act, 15 N.N.C. § 601 et seq.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Yearly bonus

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Farmington, NM 87401: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person