CLOSING DATE: Open Until Fulfilled

POSITION: Network Service Technician - Possible Trainee

SALARY: $19.06 - $20.62 per hour, DOE

REPORTS TO: Network Services Manager

LOCATION: Nespelem, WA

Basic Functions: Under general direction, is responsible for troubleshooting, installing, implementing, administering, and maintaining network systems and providing Tier II support. Responsible for supporting the implementation and maintenance of network services software and the analysis of network performance. Responsible for designing and implementing cabling plant infrastructure to support network systems. Assists in disaster recovery planning by executing network test plans. Implements network security procedures. Exercises no supervision.

Distinguishing Career Features: The Network Technician is a staff position serving in a technical-level capacity to Tribal departments and services and to participating agencies using Tribal systems. This position requires advanced knowledge of and the ability to design and administer local and wide-area networks and infrastructure, redundancy, and security. This position also requires the ability to integrate various equipment and provide sufficient architecture expertise for current and anticipated bandwidth needs, establish controls and permissions ensuring the security and integrity of data and stability of connectivity.

E ducation and Training:

• Requires a High School Diploma or GED
• 12 months general computer experience

Knowledge, Skills, and Abilities:

• Requires knowledge of quality principles and tools, especially root cause analysis and problem solving.
• Skill in effectively planning, organizing, controlling and supervising the work of subordinates.
• Skill in establishing and communicating clear expectations regarding work performance for both the individual and/or team.
• Skill in a variety of communication methods to present complex issues to diverse audiences.
• Skill in creating an environment for improving customer satisfaction and promotes an atmosphere that establishes customer satisfaction as a key value in the organization.
• Skill in utilizing a personal computer and utilizing associated software programs.
• Knowledge of computer systems scheduling and report distribution.
• Skill in problem solving/troubleshooting.
• Knowledge of basic hardware and software products.
• Skills in the use of computers, MS office 2003/2007/2010, and associated software within the MS-Windows 7 and XP environment.
• Knowledge of current organizational hardware and software capabilities.
• Ability to learn and apply all Tribal and Division processes, policies and procedures.
• Ability to use mobile and/or PC technology, computer operating systems, network printer configuration and mobile device configuration in Windows and Mac.
• Ability to establish and maintain effective working relationships with Tribal staff and the general public.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Type 40 wpm and pass a standardized grammar test
• Basic math skills.
• Ability to learn and adapt to the ongoing changes of the organization.
• Ability to clearly communicate goals and priorities of the organization as they relates to technical issues.
• Ability to demonstrate a solid understanding of business and technical problem solving skills.
• Ability to coordinate and facilitate team meetings, project work groups, management, risk and conflict.
• Ability to demonstrate leadership in a dynamic environment.
• Ability to establish and meet deadlines.
• Ability to perform root cause analysis on various types of system and equipment issues. Ability to be a positive influence on team building.
• Ability to succeed as a team player in a fast-paced environment.
• Physical requirements include occasional lifting/carrying of 50 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions.
• Working conditions are primarily inside an office environment.
• Ability to sit for prolonged periods of times as required by the position.

Licenses and Certificates:

• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.
• Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Conviction.
• Network+ Certification
• A + Certification

Trainee - 1 - 12 Months:

• Problem Resolution: Responds to Tier I or II support requests via multiple sources such as phone and e-mail. Enters call data into the tracking system. Interacts with customers in a courteous and professional manner.
• Documents problem status and resolution. Escalates problems when necessary.
• Network Connectivity: Provides support for network connectivity or related network issues for the user community.
• Network Installation: Installs, configures and maintains network components.
• Network Monitoring: Monitors network activity and logs network problems.
• Network Inventory: Maintains a comprehensive inventory of all network devices and software associated with each device.
• Issue Research: Researches trouble issues. Evaluates multiple options to resolve customer problems.
• Issue Resolution: Troubleshoots and diagnoses common network and cabling problems. Implements predetermined software or hardware changes to rectify any network issues.
• Communication: Documents and coordinates updates on issues to ensure customer satisfaction and productivity. Generates activity and status reports and builds business relationships with customer

Trainee 13-24 months:

• Network Performance Assessment: Assesses network performance to ensure that it meets the present and future needs of the business.
• Network Security: Implements network security procedures.
• Recurring Problem Identification and Resolution: Identifies recurring and potential problems and notifies team members.
• Recommends procedures and controls for prevention.
• Recommends ideas for improving queue time, abandoned call rates and first contact resolution.
• Develops as-built diagrams for inside and outside cable plant and network.
• Capacity Planning: Monitors facilities bandwidth requirements and schedules requests for bandwidth.
• Service Level Management: Is aware of service level agreement targets. Takes steps to meet or exceed requirements. Explains service procedures to customers and clients.
• Reviews and assists in the documentation of lessons learned to develop quick reference guides and job aids on noted repeat problem solutions related to hardware and software.
• Prepares Frequently Asked Questions (FAQ) and Job Aids to create a positive customer experience and minimize handling time.
• Disaster Recovery: Assists in disaster recovery plans by executing network test plans.

Note: Pursuant to Tribal Policy, if this position is safety sensitive it is subject to pre-employment drug testing. In addition, this position is subject to reasonable suspicion and post-accident drug testing.

TRIBAL MEMBER AND INDIAN PREFERENCE WILL APPLY; PREFERENCE WILL ALSO BE GIVEN TO HONORABLY DISCHARGED VETERANS WHO ARE MINIMALLY QUALIFIED.

You must possess and maintain a valid Washington State driver’s license and be eligible for the Tribes’ Vehicle Insurance. In addition, this position may be subject to pre-employment background clearances. If applicable, these clearances must be maintained throughout employment.

INFORMATION: Confederated Tribes of the Colville Reservation, Human Resources Office, P.O. Box 150, Nespelem, WA 99155, (509) 634-2028 jaleen.flowers.hrs@colvilletribes.com