IT Administrative Assistant & Support Trainee (Information Technology)

POSITION TITLE: IT Administrative Assistant & Support Trainee
CLASSIFICATION: Non-exempt
DEPARTMENT: Information Technology
SUPERVISOR: IT Manager
GRADE: NE5

Position Summary:
This position provides IT administrative services that support the operation of the Information Technologies Department while being trained in IT support. The IT Administrative Assistant & Support Trainee is responsible for the entire procurement process for IT related items and training end users on the use of IT department supported applications, and audio and video (AV) equipment. This includes obtaining quotes from vendors, creating purchase requisitions, sending purchase orders to vendors, tracking, and managing the delivery of items ordered, and submitting invoices for payment. The IT Administrative Assistant & Support Trainee also answers the IT service desk phone number, greets clients that enter the IT office, creates tickets for incident and service requests in the IT Service Management System (ITSM), and provides information to end users.
This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:
IT Procurement utilizing tools that include Excel and the Pueblos procurement system.
End-user training on the use of IT department supported applications and AV equipment including Microsoft Surface Hubs, Video Walls, and electronic conferencing using applications like Teams and Zoom.
Interaction with government, business, and residential clients.
Client communications in-person and remotely utilizing Microsoft Teams Chat, Microsoft Teams Calling, Text Messaging (SMS), and the IT Service Management System.
Being an initial point of contact for user questions and requests for service.
Creating incident and service request tickets using the IT Service Management System.
Transfers calls to IT staff members and to voicemail when appropriate.
Maintains the IT Department calendar with personnel out of office events and major activities.
Facilitates authorized access to properties for vendors and contractors.
Maintains an effective filing and retrieval system using SharePoint.
Maintains inventory of printer toner and associated supplies for printers supported by the IT Department.
Maintains professionalism in all interactions with internal and external customers.
Maintains confidentiality of all privileged information.
Performs other duties as assigned.

Minimum Qualifications:
High School Diploma plus three years of experience in an office setting. Proficiency with Microsoft Office applications required. Proficiency in grammar, spelling, basic math, and electronic filing. Must be able to successfully pass a pre-employment drug/alcohol screen and background investigation including a motor vehicle check. Must possess and maintain a valid New Mexico drivers license and be insurable under the Pueblos insurance.

Knowledge, Abilities, Skills, and Certifications:
Knowledge of procurement processes including budgets, purchase requisitions, purchase orders, invoicing, and payment tracking.
Knowledge of Microsoft Office and related applications.
Experience with audio and video systems and knowledge of how they are interconnected and configured.
Knowledge of business English, spelling, grammar, punctuation, and basic arithmetic.
Ability to communicate effectively, both verbally and in writing.
Ability to create training materials and effectively train end-users on IT department supported applications.
Ability to carry out instructions furnished in verbal or written format.
Ability to analyze situations and adopt appropriate courses of action.
Ability to handle multiple tasks and meet deadlines.
Ability to work with minimal supervision and take initiative.
Ability to develop and maintain positive working relationships with employees, contractors, and guests.
Experience using Windows personal computers, Excel, Outlook, OneDrive, Teams, and SharePoint.
Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
Ability to work independently with minimal supervision.
Ability to maintain professionalism and to provide excellent customer service to both internal and external customers.
Ability to maintain confidentiality.
Experience supporting native American tribal entities and government is preferred.

Physical Demands:
While performing the duties of this job, the employee regularly is required to use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to walk; and sit. The employee will use a computer throughout the day. The employee occasionally is required to stand; reach with hands and arms; and stoop, kneel, crouch, crawl and use short ladders. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:
Work is generally performed in an open office setting with moderate noise level and with clients and contractors present. Frequent interaction with PSA employees and Santa Ana residents. Job requirements may require short travel between work sites