Central Council of the Tlingit and Haida Indian Tribes of Alaska

POSITION DESCRIPTION

Lead Field Installation Technician

 

INFORMATION

Job Class: Technician

Department: Tribal Development/Broadband

Type of Position: Non-Exempt

Location of Work: Remote (Limited to Southeast Alaska)/Wrangell, AK

Covered Position: Yes

Salary Grade(s): 11-12

Prepared by: M. Bruce/K. Johnson

Hours of Work: M-F, 8:00 am – 4:30 pm

Employment Category: Regular, Full-Time

Effective Date: 06.01.2022

 

PURPOSE

Incumbent will require program documentation and implementation, implementing safety protocol, overseeing other field techs, and ensuring they are following safety regulations as well as serving the customers. Implement customer home network by providing installation, technical assistance, and training support via phone, in-person, or remotely related to the home network, computer systems, hardware, and software.

REPORTING RELATIONSHIPS

Reports To: Office Coordinator – Broadband/Tidal Network

Supervises: May supervise up to 2 FTE

Liaison To: Customers

 

ESSENTIAL FUNCTIONS

• Assist in the design, development, and implementation of additional computer training curricula and digital literacy training
• Respond to inquiries via phone, email, in-person, or through remote access
• Provide installation, and technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, home network, hardware, and software
• Record events, problems, and their solutions
• Perform routine user account administration
• Provide hardware and software training to individuals and groups
• Maintain the IT knowledge base and end-user documentation
• Develop step-by-step process’ for customers on using a home network, computer systems, hardware, and software, etc.
• Other duties as assigned

DECISION MAKING AUTHORITY

Spending Authority: N/A

Other Authority: N/A

 

NECESSARY SKILLS AND KNOWLEDGE

• Excellent organizational, and interpersonal skills
• Self-starter and able to work independently
• Adaptability
• Ability to provide training and information in small and large group settings
• Excellent documentation skills
• Excellent knowledge of computer systems, mobile devices, and other technology products
• Ability to diagnose and resolve basic technical issues
• Excellent problem-solving, analytical, and teamwork skills
• Ability to read, understand, and apply information in technical manuals and journals
• Ability to communicate well both verbally and in writing with users, co-workers, and management
• Ability to travel out of town occasionally to support customers and to attend training
• Proficient in Microsoft Office products
• Proficient in Internet and WiFi networks
• Proficient in outdoor fixed wireless networks

MINIMUM QUALIFICATIONS (education, experience, skills)

• Associates degree in related field
• 5 years’ related experience

 

Substitution

• High school diploma and
• 3 years’ experience in related field

 OR

•  Industry standard certification such as MCP or CCNA may substitute for one year of the required work experience

PREFERRED QUALIFICATIONS (education, experience, skills)

• Bachelor’s degree in Computer Science or related field
• 6+ years’ IT support experience
• 2 years’ supervisory experience

UNUSUAL PHYSICAL REQUIREMENTS OR RESTRICTIONS

Most of the work is performed in a professional office and physically installing equipment on residential homes and commercial buildings, requiring routine walking, standing, bending, climbing a ladder to access rooftops, and carrying items weighing less than 50 lbs. Traveling on small aircraft or ferry is required and frequent.

 

CONDITIONS OF HIRE:

• All employment at Tlingit & Haida is “at will”. This means that the employee or Tlingit & Haida may terminate employment at any time and for any reason. Unless specified in writing, no term of employment is expressed or implied for this position.
• Tlingit & Haida is a no tolerance workplace. All regular employees may be required to pass a pre-employment and subsequent random drug and alcohol screening to be eligible for and maintain employment.
• Tlingit & Haida requires a criminal background check be conducted on all employees. All employment offers are conditional until federal criminal background check results verify your eligibility to work for Tlingit & Haida.