PC Technician

Location: Glendale, AZ

About the Role

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

Responsibilities

• Answers calls and interviews users to collect information about problems and leads users through diagnostic procedures to determine the source of errors.
• Determines whether problems are caused by hardware (e.g., modem, printer, cables, telephone) or software issues.
• Logs and tracks calls using a 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 rates.
• Installs or assists service personnel in the installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads specified software packages, including operating systems, word processing, or spreadsheet programs into computers.
• Enters commands and observes system functions to verify correct system operation.
• Instructs users in the use of equipment, software, and manuals; schedules training courses for staff and end-users as needed.
• Repairs, troubleshoots, maintains, and monitors networks, internet or intranet sites, email, and other systems.
• Meets information systems requirements by surveying the 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.

Requirements

• Knowledge of the Tohono O'odham culture, customs, and traditions.
• Knowledge of computer science and computer programming.
• Knowledge of applicable federal, state, and tribal laws, regulations, and requirements.
• Skill in system troubleshooting and problem-solving.
• Skill in operating various word-processing, spreadsheet, 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 and confidential information.
• Ability to work independently and meet strict timelines.
• Ability to travel throughout the internal and external boundaries of the Tohono O'odham Nation.
• Ability to work extended hours and various work schedules.

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.
• Must possess CompTIA A+ Certification.
• Upon recommendation for hire, a criminal background check is required, 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 department needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham Language and English as a condition of employment.