JOB SUMMARY
The IT Hardware Manager is a working manager responsible for overseeing the Help Desk team while actively participating in day-to-day technical support and hardware lifecycle management. This role ensures timely resolution of hardware-related issues, manages inventory and procurement, and supports the organization’s IT infrastructure through hands-on troubleshooting, installation, and maintenance. The IT Hardware Manager also plays a key role in vendor coordination, asset tracking, and end-user satisfaction.
ESSENTIAL FUNCTIONS
Supervisory Responsibilities
- Supervise Help Desk Specialists, providing coaching, performance evaluations, and scheduling support coverage.
- Monitor ticket queues and ensure timely resolution of hardware-related service requests.
- Foster a collaborative and responsive support environment.
Technical Responsibilities
- Provide Tier 1 and Tier 2 support for hardware issues including desktops, laptops, printers, peripherals, and mobile devices.
- Manage hardware procurement, imaging, deployment, and decommissioning.
- Maintain accurate inventory records and asset tagging.
- Coordinate hardware repairs and warranty claims with vendors.
- Support onboarding/offboarding processes including workstation setup and recovery.
Operational Oversight
- Develop and maintain documentation for hardware standards, procedures, and troubleshooting guides.
- Track and report on hardware performance metrics and support trends.
- Collaborate with Systems and Network teams to ensure seamless integration of hardware with broader IT infrastructure.
- Ensure compliance with organizational policies and security protocols. "
REQUIREMENTS
- Participates in Core Connections training and applies GPTLHB Core Connections concepts and practices in their work.
- Familiarity and/or experience working with American Indian populations and respect for and knowledge of traditional, cultural, and spiritual practices of diverse American Indian communities, as well as an ability to work with other culturally and ethnically diverse populations.
- Proficiency with computer programs (Word, Excel, PowerPoint) and other Internet technologies.
- Valid driver’s license must be kept current, and certificates, credentials or licenses must be kept current and consistent with regulations required by applicable federal, state and/or grant regulations as applies to position.
- Work in a cooperative and professional manner with OHC and GPTLHB staff.
- Treat Great Plains tribes and collaborators with dignity and respect.
- Utilize effective verbal and written communication skills.
- Advance personal educational development by attending training sessions and seminars as appropriate.
- Exemplify excellent customer service with tribal stakeholders, health board colleagues, program partners, service recipients, visitors and guests.
- Foster a work environment of wellness, courtesy, friendliness, helpfulness and respect.
- Consistently demonstrate respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation and/or personalities.
- Maintain and ensure organizational privacy and confidentiality.
- Promote an alcohol, tobacco and drug-free lifestyle.
MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS
Education/Relevant Experience: Bachelor’s degree in information technology or related field and one (1) year of experience, or associate’s degree and three (3) years’ experience, or high school diploma or GED and five (5) years of progressively responsible experience.
1+ year in a lead or supervisory role."
PREFERRED EDUCATION REQUIREMENTS
CompTIA A+, ITIL, or related certifications.
PREFERRED EXPERIENCE REQUIREMENTS
Experience with enterprise-level hardware procurement and lifecycle planning.
Familiarity with tribal health or public sector environments.
The GPTLHB is a tribal organization that follows tribal preference laws. Our policy is to give preference to qualified Indian/Tribal candidates over qualified non-native candidates in hiring decisions if all other qualifications are equal.
Employment is contingent upon the outcome of all required criminal background checks.
Employee Health Requirements:
Compliance with our Employee Health Procedure is a condition of employment. You are required to agree that you will comply with all job-related employee health screening and immunizations prior to your first day of employment. Jobs require that you have documentation that you have completed the following immunizations prior to your first day of employment: MMR (Measles, Mumps and Rubella, Varicella (Chicken Pox), Hepatitis B, Influenza, T-dap (Tetanus - Diphtheria - Pertussis), and COVID-19 vaccination is required. "
