Vacancy expired!
Under the supervision of the Service Desk Management team, the Field Support Analyst I is responsible for assisting with all end user requests including: user provisioning/de-provisioning, hardware/software installs/troubleshooting/repairs, networking Moves/Adds/Changes, VoIP phone configurations/troubleshooting, in-house/vendor application troubleshooting/problem resolution. This role also must have documented customer service and communication skills.
Essential Duties & Responsibilities- Support of 24/7 production environment comprised of workstations, laptops, mobile device, network devices, printers, promotional KIOSKS, EGM [Electronic Gaming Machines], POS systems, scanners, plotters, VoIP equipment, Wi-Fi, and PBX equipment throughout the Casino and San Manuel enterprise. Support of a variety of applications for internal customers in departments such as HR, Slots, Accounting, Food & Beverage, Cage Operations, Facilities, and IT.
- Monitor server/network equipment, respond to user calls and service tickets, trouble-shoot and escalate issues pertaining to production systems in support of Casino and Back Office activities.
- Provide written and verbal status reports, communicate and update customers and team of issues, and update online diagrams and documentation. Reinforce service level agreements.
- Participate in IT projects under direction of operation leads and management team.
- Maintain organized, clean and safe work environment throughout the enterprise.
- Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.
- Perform installations and basic configurations of hardware, software, and telephones. Perform preventative maintenance.
- Participate in asset tracking, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
- Ability to work any assigned shift (day/swing/graveyard).
- Perform other duties as assigned to support the efficient operation of the department.
- Associate’s degree in Computer Science or related field and at least 2 years of relevant IT work experience required.
- Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.
- Technical troubleshooting experience [documented ability to analyze and diagnose network, computer, and or telecom issues].
- Two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers].
- Ability to solve technical problems, work well under stress, and follow instructions.
- Customer service and vendor management experience desirable.
- Experience working in Casino or Gaming industry is preferred.
- Familiarity with Infrastructure, Messaging, Security, and Mobility platforms desirable.
- Ability to communication effectively to all levels of the San Manuel organization.
- Ability to de-escalate tense situations in order to problem-solve effectively.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
- A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.
Vacancy expired!