Ponca Tribe of Nebraska

IT Support

• Provide Level 1, basic IT support to users.
• Serve as the first point of contact for customers who require technical assistance via phone, email, or help desk system.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution of customer support needs with excellent customer service.
• Escalate unresolved issues to the next level of support.
• Document issues and their resolution in the help desk system.
• Follow-up with customers and train them when necessary.
• Install and configure computer hardware, software, systems, networks, and peripherals.
• Provide needed information on IT products and services.
• Other duties as assigned.
• Provide Level 2, troubleshooting IT support to users.
• Perform system administration duties to network, servers and software systems.
• Assist in user account management.
• Provide Level 3, expert IT support to users.
• Assist with network security, backups and improving organizational IT security posture.

IT Help Desk Technician I, II, III