Help Desk Specialist
This position is responsible for performing specialized duties in the provision of information technology help desk support, and supports the IT Administrator with ensuring continuous operation of the facilities servers, computers, terminals, peripherals, and telecommunication devices.
- Provides front-line end user technical support for computer hardware and software, printers, smart phones and other devices.
- Assists with the maintenance of the Central Office Local Area Network and Microsoft Exchange Mail System.
- Installs new user accounts, creates batch administration scripts, and run system backups and disaster recovery operations.
- Analyzes and troubleshoots problems via telephone, email and on-site.
- Sets up security access for new employees; disables access for terminated employees; manages changes to employee permissions.
- Performs software deployments, software patching, asset management, licensing compliance, computer security, support ticketing and reporting.
- Ensures security of data stored on GPTCHB servers.
- Assists with the maintenance of an active directory and any group policies to enforce security.
- Obtains quotes for all programs’ networking, computer and printer needs.
- Setup of voicemail and phones for employees.
- Assist with firewall setup and configuration.
- Assist with video conferencing unit setup and maintenance.
- Setup of work stations for new staff members in a timely manner.
- Generate ad hoc programming reports as deemed necessary by project needs.
- Participate in all phases, from planning to implementation, of network infrastructure solutions in support of current and future business requirements.
- Assists in the development and establishment of standards, strategies, guidelines and procedures.
- Monitors environment for incidents and works to find resolutions.
- Assists with managing hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals.
- Must comply with federal laws and regulations as required by the Health Insurance Portability and Accountability Act (HIPAA) and the Privacy Act of 1974.
- Performs related duties.
- Effectively plan, organize workload and schedule time to meet the demands of the position.
- Work in a cooperative and professional manner with OHC and GPTCHB staff.
- Treat Great Plains tribes and collaborators with dignity and respect.
- Utilize effective verbal and written communication skills.
- Advance personal educational development by attending training sessions and seminars as appropriate.
- Exemplify excellent customer service with tribal stakeholders, health board colleagues, program partners, service recipients, visitors and guests.
- Foster a work environment of wellness, courtesy, friendliness, helpfulness and respect.
- Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.
- Consistently demonstrate respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation and/or personalities.
- Maintain and ensure organizational privacy and confidentiality.
- Handle crisis and tolerate stress professionally.
- Be self-directed and take proactive initiative to assist others.
- Resolve issues with other departments and coworkers without direct supervision if needed.
- Exercise flexibility to alter plans/routines when situations require and continue to perform without projecting stress/frustration that would adversely affect the work environment.
- Promote an alcohol, tobacco and drug-free lifestyle.
- Embrace modes of appearance and attire that reflect a professional presence.
- Adhere to GPTCHB policies and procedures.
Knowledge, Skills and Abilities
- Knowledge of technology user service principles and practices.
- Knowledge of the operation and maintenance of Windows operating systems, computer hardware, software and peripherals, and computer repair related equipment and tools.
- Knowledge of problem analysis and troubleshooting principles.
- Knowledge of hardware and software deployment principles.
- Knowledge of computers and job-related software programs and office equipment.
- Ability to work with personal computer and utilize a variety of software applications email.
- Ability to maintain strict confidentiality of records and information.
- Skill in problem solving.
- Skill in providing exceptional customer service.
- Skill in prioritizing and planning.
- Skill in interpersonal relations, oral and written communication.
- Skill in the use of computers and other office technologies.
- Strong written and verbal communication skills.
- Skill in the use of Microsoft Office applications, Windows, and internet technologies.
The supervisor makes assignments by defining objectives, priorities, and deadlines and assists the employee with unusual situations that do not have clear precedents. The employee plans and carries out the successive steps and handles problems and deviations in the work assignments in accordance with instructions, policies, previous training, scope of license/certification, or accepted practices in the occupation. Completed work is usually evaluated for technical soundness, appropriateness, and conformity to policy and requirements. The methods used in arriving at the end results are not usually reviewed in detail.
Guidelines are available but are not completely applicable to the work or have gaps in specificity. The employee must use judgment in interpreting and adapting guidelines, such as agency policies, regulations, precedents, accreditation requirements, advanced clinical protocols, and work directions for application to specific cases or problems. The employee analyzes results and recommends changes.
Guidelines include GPTCHB, OHC and department policies and procedures, software and other operation manuals.
Complexity/Scope of Work
The work includes some variations, and may involve different and unrelated processes and methods. The decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives. The work involves treating a variety of conventional problems, questions, or situations in conformance with established criteria. The work product or service affects the design or operation of systems, programs, or equipment; the adequacy of such; the social, physical, and economic well-being of people; or the social or economic well-being of the organization.
The personal contacts are with employees in the organization but outside the immediate department. People contacted generally are engaged in different functions, missions, and kinds of work, and may be representatives from various levels and departments within the organization, partner organizations, Tribal affiliate organizations, and employees of other healthcare organizations. Personal contact, at this level, may also made with members of the general public, as individuals or groups, in a moderately structured setting. The purpose is to plan, coordinate, or advise on work efforts, or to resolve operating problems by influencing or motivating individuals or groups who are working toward mutual goals and who have basically cooperative attitudes.
Contacts are typically with GPTCHB employees.
Work Environment/Physical Demands
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak and hear. The environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, requiring use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals. The work area is adequately lighted, heated, and ventilated.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory and Management Responsibility
This position has no formally assigned supervisory responsibility or authority. The employee is responsible only for the performance of their own assigned work. They may be asked to train new employees in the fundamentals of the jobs or to participate in cross‑training of other employees in the department, but such assignments do not include the on‑going authority to assign and review work of other employees or to recommend or take corrective action with regard to other employees' performance.
- Associate’s degree in information technology and three (3) years’ experience, or high school diploma or GED and five (5) years of progressively responsible experience.
- Experience with accounting software and Microsoft Word/Excel.
- Possession or ability to readily obtain a valid driver’s license issued by the State of South Dakota with a clean driving record.
- Must carry the mandatory level of vehicle insurance required by the State of South Dakota.
- Must successfully pass a criminal and background check, and a pre-employment drug screen.
THE GPTCHB IS A TRIBAL ORGANIZATION WHICH FOLLOWS TRIBAL PREFERENCE LAWS. IT IS OUR POLICY TO GIVE PREFERENCE TO QUALIFIED INDIAN/TRIBAL CANDIDATES OVER QUALIFIED NON-NATIVE CANDIDATES IN HIRING DECISIONS, IF ALL OTHER QUALIFICATIONS ARE EQUAL.
Employment is contingent upon the outcome of all required criminal background checks and pre-employment drug screen.