Position: Helpdesk Technician II

Job Type: Full Time

Department: Information Technology

Location: BIG CYPRESS

Posted: 05/09/2024

Job Description

The incumbent in this position is responsible for providing support through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual travels daily to the Seminole Tribe of Florida’s Big Cypress reservation to assist with support of all facilities, staff and tribal members, including, but to limited to all events that may present themselves. The incumbent identifies, researches and resolves the more complex technical problems and provides resolution of escalated issues of higher difficulty to the subject matter experts. The individual may provide coaching or assist less experienced team members. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards. Bachelor’s Degree in Information Technology or a related field, or Associate’s degree or High School diploma or equivalent GED and college-level course work and a current technology certification such as A+ OR Net+ is required. A minimum of three (3) years of experience working in a customer-facing support role within an enterprise environment is required. Possession of a valid FL Driver’s License is required. Demonstrate Excellent English written and oral communication skills. Ability to travel to all STOF Reservations and work a flexible work schedule including evenings, weekends and holidays.

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