Under the direction of the Supervisor, IT Operations, the Field Support Analyst II is responsible for assisting with all end-user requests, including hardware and software support and installations, moves/adds/changes, and problem resolution. Focuses on customer service and communications as it is a significant attribute of the role.
ESSENTIAL DUTIES AND RESPONSIBILITIES1. Provides level 1 and level 2 24/7 enterprise support, including ticket management for requests and incidents across a broad range of hardware and software.
2. Participates in the leadership activities of end-user services in the areas of process improvement, training, and task delegation.
3. Acts as an escalation point for the Field Support Analyst I support teams and troubleshoots more complex issues
4. Leads and participates in IT projects under the direction of operational leads and Information Technology (IT) leadership.
5. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
6. Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.
7. Serves as Subject Matter Expert (SME) for enterprise hardware and software, as directed.
8. Participates in required training, mentors new team members in troubleshooting, and monitors server/network equipment. Responds to user calls and service tickets and escalates issues pertaining to production systems.
9. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
10. Performs other duties as assigned to support the e?cient operation of the department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS- Associate degree in Computer Science or related field is required.
- Minimum of four (4) years of relevant IT work experience inclusive of two (2) years computer experience working directly with workstations, servers, phone systems, mobile devices, networking, or printers required.
- Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)- Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
- Ability to solve technical problems, work well under stress, and follow instructions.
- Customer service and vendor management experience is preferred.
- Experience working in Casino or Gaming industry is preferred.
- Exceptional customer service skills and the ability to communicate effectively with all levels of the enterprise.
- Ability to de-escalate tense situations 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 individual with keen attention to detail and proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Ability to work any assigned shift (day/swing/graveyard).
LICENSES, CERTIFICATIONS AND REGISTRATIONS- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- Certification in CompTIA A+ is preferred.
- As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
- Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver's license with an acceptable driving record as determined by the insurance carrier is required.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENTThe physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled office setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
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