Job Description

Summary/ObjectiveThe IT Desktop Support Technician provides first-level technical support to UMCH employees by troubleshooting basic hardware, software, and network issues, assisting with device setup, and maintaining accurate documentation in the help desk system. This entry-level role is designed for individuals who are eager to begin or advance their career in Information Technology. Working under the guidance and mentorship of the Director- Information Technology and senior IT staff, the Technician gains hands-on experience, develops foundational technical skills, and builds the knowledge necessary for future growth within the IT field. Through professional customer service and reliable problem-solving, the Technician supports daily operations and contributes to a responsive, service-focused IT environment.Key AccountabilitiesEnd-User Technical Support: Provide first-level support to employees for desktop computers, laptops, printers, mobile devices, and common peripheral equipment. Assist users in resolving hardware, software, and basic network issues in a timely and professional manner.Troubleshooting & Issue Resolution: Diagnose routine technical issues involving operating systems (Windows & iOS), applications, user profiles, system performance, and connectivity. Perform basic fixes and escalate more complex issues to senior IT staff when necessary.Device Setup, Imaging & Deployment: Assist with the setup, imaging, configuration, and deployment of new workstations, laptops, printers, and supported devices. Ensure equipment is distributed accurately and documented in accordance with IT standards.Software Installation & Updates: Install, update, and configure approved software and applications. Support users with Microsoft 365, email configuration, VPN access, and standard productivity tools.Account & Access Support: Provide assistance with password resets, account access issues, profile unlocks, and basic user-permission requests in accordance with IT security protocols.Help Desk Ticketing & Documentation: Log, track, and update all support requests within the help desk ticketing system. Document troubleshooting steps, resolutions, and follow-up actions to ensure accurate historical records and team visibility.Inventory, Equipment Management & Asset Tracking: Maintain inventory logs for computers, peripherals, and other IT supplies as assigned. Assist with asset tagging, equipment returns, surplus, and lifecycle management activities.Customer Service & Communication: Deliver patient, professional, and customer-focused support to all staff. Communicate clearly with non-technical users and follow up to ensure issues are fully resolved.IT Systems & Network Support (Basic): Assist with basic network troubleshooting (e.g., connectivity checks, cable tracing, Wi-Fi verification) and provide hands-on support in accordance with direction from senior technicians or administrators.Security & Compliance Support: Follow IT security policies when handling equipment, user accounts, and access requests. Support safe data-handling practices and report any potential risks or anomalies to senior IT staff.Collaboration & Continuous Learning: Work closely with senior IT personnel to learn new skills, shadow advanced troubleshooting, and build technical proficiency. Participate in team meetings, training sessions, and IT improvement initiatives. Communicate often, escalate issues as necessary to senior IT team members.QualificationsGeneralMust be at least 18 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support LicenseMust pass UMUGC background investigations (support level).Must be fluent in English with strong verbal and written communication skills.Strong customer-service orientation with the ability to communicate clearly with both technical and non-technical users.Must be able to manage multiple tasks, prioritize effectively, and follow instructions with a high degree of accuracy.Must be able and willing to work a flexible schedule, including weekends and holidaysEducationHigh school diploma or equivalent preferred.IT-related coursework, vocational training, or a degree in IT strongly preferred.ExperienceThis is an entry-level position; no prior experience is required, however a background or education in IT will be given preferencePrevious experience in customer service, tribal gaming, technical support, or a similar environment is preferred.Familiarity with Microsoft 365, Windows, and basic networking concepts is preferred.Knowledge, Skills, and Abilities (KSAs)Knowledge of basic computer hardware, operating systems, networking, and common software applications.Skill in diagnosing routine technical issues and following structured troubleshooting steps.Ability to communicate clearly, patiently, and professionally with end-users.Ability to work independently or as part of a collaborative IT team.Willingness and ability to learn new technologies, tools, and processes as directed. #J-18808-Ljbffr

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