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.