Helpdesk Technician I

Position Summary - The Helpdesk Technician I will serve as the first line of support for the tribal government and gaming commission. This role provides installation, maintenance, and support to internal and external users, offers basic end-user training, and maintains documentation and instruction manuals. The position requires strong interpersonal skills, technical proficiency in Microsoft Office and Windows operating systems, and the ability to troubleshoot and resolve common technical issues.

The Helpdesk Technician I works collaboratively, refers complex issues to senior staff, and maintains confidentiality and professionalism at all times. This position is responsible to and subject to the CIN Personnel Policies and Procedures Manual.

Essential Functions - An individual in this role must be able to perform the following functions with or without reasonable accommodation.

• Install new IT software and hardware packages as instructed.
• Provide technical assistance and basic training to end users.
• Resolve user problems by identifying issues, researching solutions, and applying technical fixes.
• Research technical problems and recommend upgrades, repairs, or replacements as necessary.
• Refer more complex technical issues to senior technical staff and track issue resolution.
• Maintain documentation and create instruction manuals.
• Maintain strict confidentiality and professionalism.
• Assist Gaming Device Technician and Gaming Auditors as needed.
• Perform other duties as assigned.

• 0-2 years of relevant technical support or customer service experience.

Education:

• High school diploma or equivalent required.

Licenses & Certifications:

• Must meet standards for a key gaming license. Successful completion of a Criminal Background Investigation as required by the National Indian Gaming Commission.

Knowledge, Skills, and Abilities

• Technical knowledge of Microsoft Office, Windows operating systems, and basic PC usage.
• Outstanding troubleshooting skills.
• Ability to operate IT tools, components, and peripherals.
• Ability to create and maintain documentation and user manuals.
• Critical thinking, strong communication, and interpersonal skills.
• Multitasking and time-management abilities.
• Ability to maintain confidentiality and comply with Commission policies.

Work Environment & Physical Demands

• Regular use of hands for IT tasks; reaching, bending for files and equipment access.
• Frequent sitting; occasional standing, walking, climbing, balancing, stooping, kneeling, crouching, or crawling.
• Occasionally lift and/or move up to 50 pounds.
• Visual attention and mental concentration for significant periods.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive salary and comprehensive benefits package including medical, dental, and vision coverage.
• Generous paid time off and paid holidays.
• Consistent weekday schedule supporting work-life balance.
• Collaborative, mission-driven work environment.
• Opportunities to participate in cultural and community events.

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources team. Catawba Indian Nation reserves the right to amend this job description.