Description
FIRST POSTING TO ENROLLED ONEIDA TRIBAL MEMBERS ONLY
Salary is Negotiable
After successful completion of the probationary period, employee will receive off probation wage increase.
Summary:
This position is responsible for the management of the corporate desktop environment by acquiring and implementing tools and processes for asset management, software distribution, remote control and life cycle management. This position will assist with the development of strategic and operation planning and capital and expense budgets. Incumbent will provide leadership for the Desktop Services work group. This position will maintain security policies, approve change management requests, plan for software and hardware upgrades, assist in the selection of computing standards, documentation and enforcement of standards.
Responsibilities:
* Supervise, assign duties to, and coordinate the activities of staff to include evaluations, scheduling, disciplinary actions, hiring, training, orientation, coaching, and employee motivation.
* Supervise, assign duties to approving staff time and attendance, and employee development.
* Align the Desktop Services Team's vision/mission with the Oneida Nation's priorities and values by establishing specific and measurable operational level goals and objectives.
* Provide leadership by focusing the team on goals and objectives, promoting optimal use of support resources, advocating the Desktop Support as a valued business partner, raising the visibility of the support center throughout the organization, promoting teamwork and team building activities within DTS, and participating in enterprise initiatives and cross-functional teams.
* Develop and facilitate effective and consistent support processes and procedures to reduce support costs by establishing and maintaining incident management, escalation management, service request management, performance measurement, quality assurance, customer service, knowledge management, security management, and service level management
* Contribute to the maintenance of the DTS department Service Level Agreements.
* Assist with the development of strategic and operation planning and capital and expense budgets.
* Manage the corporate desktop environment by acquiring and implementing tools and processes for asset management, software distribution, remote control, and life cycle management.
* Manage complex IT related projects.
* Anticipate and plan for software upgrades for desktop operating systems, application suite and hardware.
* Review desktop change management requests
* Ensure access to resources, technology, knowledge, and tools necessary to achieve the desktop support objectives by balancing resource expenses, documenting support costs, and identifying opportunities to reduce total cost of ownership (TCO), anticipating support technology acquisition and upgrades, and selecting vendors to partner with.
* Advise DTS management, and keep supervisor informed by providing regular status reports that include concise summaries of accomplishments, problems, plans, and needs.
* Improve customer satisfaction, increase end-user productivity, and reduce the costs of support by establishing consistent and effective processes and procedures for areas such as: incident management, escalation management, service request management, performance measurement, quality assurance, customer service, knowledge management, security management, and service level management.
* Staying informed about the industry by: attending industry events, participating in webinars and seminars, reading industry publications, cross training with co-workers and joining industry-related user groups.
* Participate in various committees. (e.g. Client Server Infrastructure (CSI), Balance Score Card (BSC), Zen Team (NEWZ), etc.)
Skills:
Essential:
* Ability to operate standard office equipment such as a personal computer, phone, two-way radio, fax, copier, calculator and printer
* Ability to develop and maintain professional relationships with a variety of individuals and groups in a complex, multi-cultural environment.
* Ability to inform and communicate verbally and in writing in diverse and challenging situations with the ability to process information effectively, identify and define problems and make objective decisions.
* Ability to be dependable and conscientious; possess initiative, self-motivated and capable of working independently
Education Requirement - Or A Closely Related Field:
Education with Equivalent Qualifications:
Essential:
* Associates Degree in IT, or Customer Service
Credentials:
Essential:
* Driver's License Personal & Tribal Vehicle
* Insurance Required
* Must possess one of the following IT Industry Standards: Project Mgt. Certificate, Network Certificate or Desktop Certificate.Nonessential:
Nonessential:
* Must complete Health Insurance Portability and Accountability Act (HIPPA) training within 30 days of employment and annually thereafter.
Working conditions:
Essential:
* Stand occasionally
* Walk occasionally
* Bend/stoop occasionally
* Crawl occasionally
* Reach above shoulder level occasionally
* Crouch Occasionally
* Kneel occasionally
* Balance occasionally
* Push/pull occasionally
* carry/lift up to fifty (50) pounds with assistance
* Work in all weather conditions
* Work on call hours
* Evening and weekend work may be required
* Measles mumps rubella vaccination required
* Varicella vaccine required
Experience:
Essential:
* Five (5) years Administering Local Networks
* Three (3) years Supporting, installing and maintaining PC's
* Two (2) years supervision of work group experience
Nonessential:
* Electronic Medical Record (EMR) systems
* Knowledge of the operations, services, and activities of IT
Other information:
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT - The Oneida Nation does not discriminate based on race, color, national origin, sex, religion, age or disability status in employment or the provision of services. However, individuals of Indian ancestry and Veterans will be given preference by law in employment.
Continuation of this position is contingent upon funding allocations.
Must maintain strict security, confidentiality, and quality to meet professional standards of the department.
Must adhere to all Oneida Nation Personnel Policies and Procedures, Oneida Nation Standard Operating Procedures, and Area and Program Strategic Plans and Policies.
Must pass a background check to meet Employment Eligibility Requirements. If applicable, must pass a background check to meet Oneida Nation/State Compact and/or Oneida Nation Gaming Ordinance, and may be required to obtain a temporary license and/or Gaming license as a condition of employment.
Must be willing and able to obtain additional related education and training.
Must pass a pre-employment drug screen and adhere to the Nation Drug and Alcohol-Free Workplace Policy.
A Tuberculosis (TB) Screening and/or a 2 step TB Skin Test is required within thirty (30) days of employment.
Must provide a copy of diploma/degree, license, or certification upon employment.
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