IT Support Services Technician

Job description

Job Announcement:

• HR2025:112 Position Title: IT Support Services Technician Advertising: Publicly Department: Information Technology (IT) Division: Tribal Chair/Tribal Council Immediate Supervisor: IT Support Services Manager Department Director: Chief Information Officer (CIO) Employment Status: Non-Exempt Position Type: Regular Full–Time Mandatory Reporter: No Background Check Required: Yes (data-sensitive) ** Opening Date: Thursday, October 2, 2025 Closing Date: Open Until Filled Preference shall be given in accordance with the Title 33 (Tribal Employment Rights) of the Tribal Code/DFWP.


• The Poarch Creek Indians place a high value on individuals who share our commitment to community, tradition, and progress.
• As Alabama's only Federally Recognized Native American Tribe, we take pride in a history that spans generations and is deeply rooted in resilience and cultural heritage.
• Our mission is to uplift the lives of our Tribal Members, preserve our traditions, and drive innovation for a thriving future.
• If you are passionate about serving with purpose and authenticity while fostering trust, unity, and growth, we welcome you to join us on this meaningful journey.
• Overview In our hourly positions, we look for dedicated individuals who value respect, take pride in accountability, and embrace a culture of collaboration and excellence.
• As an integral part of our team, you will contribute to a positive and supportive environment where every effort is appreciated, and every role is essential.
• Your commitment to upholding our values and maintaining a strong work ethic will help us achieve shared success.
• Primary Objectives The IT Support Services Technician is key line-level position responsible for delivering front-line support for all technical issues and requests within the Tribe’s organization.
• This position provides technical assistance to internal users, resolves IT-related incidents, and ensures the effective operation of the organization’s technology infrastructure.
• Reporting to the IT Support Services Manager, the IT Support Services Technician is responsible for diagnosing, troubleshooting, and resolving user-reported issues, ranging from software and hardware malfunctions to network connectivity problems.
• This job description is not an all-inclusive list of the duties and responsibilities of this position.
• PCI Employees are expected to perform all duties and responsibilities necessary to meet the goals and objectives of applicable programs and departmental objectives, as assigned.
• This role plays a strong commitment to understanding and embracing the Poarch Creek Indians Values of Perseverance, Opportunity, Accountability, Respect, Culture, and Honesty.
• Essential Functions Provides first-line technical support to end users by troubleshooting and resolving hardware, software, and peripheral issues.
• Assists users with technical challenges involving desktops, laptops, mobile devices, printers, scanners, and related equipment.
• Troubleshoots software and network connectivity issues, ensuring minimal disruption to end-user productivity.
• Locks and unlocks user accounts in Active Directory and other systems, following organizational security policies and procedures.
• Documents all incidents and service requests in the IT service management (ITSM) system with clear, timely, and complete information.
• Offers remote and in-person support through multiple channels including phone, email, and remote desktop tools.
• Installs, configures, and maintains end-user software, including Microsoft Office, email clients, and custom organizational applications.
• Adheres to and enforces IT policies related to data security, access control, and acceptable use of technology.
• Uses diagnostic tools and technical knowledge to resolve a wide range of technical issues, escalating as needed to higher-tier teams.
• Assists in the setup, imaging, configuration, and maintenance of desktops, laptops, and other IT infrastructure.
• Supports software installations, updates, and patch management across user workstations.
• Participates in IT asset management, including inventory tracking, equipment provisioning, and disposal in compliance with lifecycle policies.
• Delivers excellent customer service by communicating solutions clearly, respectfully, and in non-technical terms.
• Follows up with users post-resolution to ensure satisfaction and address any residual concerns.
• Proactively monitors system and network health to identify and address issues before they impact users.
• Participates in system checks, performance diagnostics, and preventive maintenance tasks.
• Provides onboarding and offboarding technical support, including workstation setup, account provisioning, and secure deactivation of access and devices.
• Collaborates with internal IT teams—such as networking, security, and systems administration—to resolve more complex or systemic technical problems.
• Supports compliance initiatives by maintaining adherence to security protocols, access controls, and regulatory requirements Participates in team meetings, cross-functional project efforts, and planning sessions to ensure coordinated support and resource allocation.
• Identifies opportunities to streamline service desk operations and reduce ticket volume through automation or process improvement.
• Contributes to knowledge base documentation and training materials to enhance the efficiency and consistency of support services.
• Engages in continuous learning and skill development, staying current with new tools, technologies, and IT service trends.
• Performs other duties as assigned by the appropriate person.
• Job Requirements High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Certifications appropriate for the position preferred.
• A minimum of one (1) year of IT support, help desk, or other relevant IT technical experience in a Windows-based or comparable IT environment.
• Familiarity with ITIL processes and incident management preferred.
• Ability to work odd and irregular hours, as needed.
• Must successfully pass the required criminal and character background check.
• Must possess a valid state driver’s license and insurable driving record according to Tribal insurance guidelines.
• Ability to travel and participate in required training, leadership development, and other events.
• Ability to perform all duties and responsibilities of this position adequately and successfully.
• Core Competencies Required Strong foundational knowledge in diagnosing and resolving end-user issues across hardware, software, and networks.
• Professional and empathetic approach to interacting with users and resolving their technical problems.
• Ability to resolve incidents effectively and escalate appropriately when needed.
• Accurate and thorough recordkeeping in service management systems and clear technical documentation.
• Ability to explain technical concepts to non-technical users in a clear and friendly manner.
• Familiarity with standard business systems including Microsoft Windows, Office 365, email platforms, and networking basics.
• Proficiency using remote tools and in-person troubleshooting to support both office-based and remote employees.
• Understanding of and commitment to organizational IT security practices, including access controls and data protection.
• Willingness to support and learn from colleagues while contributing to a team-based service delivery environment.
• Ability to prioritize effectively in a dynamic environment and take proactive steps to improve support delivery.
• Precision in managing account permissions, documenting incidents, and tracking asset information.
• Identifies inefficiencies and recommends or implements practical solutions to enhance service quality.
• Proactively seeks opportunities to improve processes, practice, and policy.
• Adapts their style to suite the situation and audience.
• Can read the room and act accordingly.
• Ability to identify root causes and easily overcomes obstacles.
• Must be people oriented, relate well to people from diverse backgrounds, and possess respect for others.
• Serve as a role model.
• Must possess character that earns the confidence of program participants, aspire to your highest self, and serve as a cultural ambassador to others.
• Compensation and Benefits The starting pay will depend on factors such as experience level and skillset.
• Voluntary full-time benefit offerings include the following - medical, dental, vision, and life insurance and other volunteer insurance options.
• We also offer an Employee Assistant Program (EAP), paid time off, paid holidays, 401K with matching, bonuses, and COLA increase.
• Every applicant must complete an application provided by Human Resources.
• A resume will not be accepted in the place of an application.
  
  **Please note ALL individuals selected for employment are required to complete a background investigation.
• Individuals being placed in positions designed as child-sensitive or data-sensitive must successfully complete a background check prior to employment.

INDIAN PREFERENCE, SPOUSAL PREFERENCE, OR FIRST GENERATION:

• In the event more than one applicant meets the requirements, as stated in a job description, preference shall be given in the following order: (1) Tribal Member (2) First Generation Descendant of a Tribal Member (3) Spouse of Tribal Member (4) Indian (5) Non-Indian In the event that a position of employment is funded in whole or in part my any federal grant and/or contract or other public funding, preference shall be given in the following order: (1) Indian (2) Non-Indian In order to receive preference, the appropriate documentation must be submitted.


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