Field Support Analyst II

San Manuel Casinos•Highland, CA

About The Position

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 RESPONSIBILITIES 1. 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 eﬃcient operation of the department.

Requirements

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.
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.
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).
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
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.

Nice To Haves

Customer service and vendor management experience is preferred.
Experience working in Casino or Gaming industry is preferred.
Certification in CompTIA A+ is preferred.

Responsibilities

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.
Participates in the leadership activities of end-user services in the areas of process improvement, training, and task delegation.
Acts as an escalation point for the Field Support Analyst I support teams and troubleshoots more complex issues
Leads and participates in IT projects under the direction of operational leads and Information Technology (IT) leadership.
Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.
Serves as Subject Matter Expert (SME) for enterprise hardware and software, as directed.
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.
Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
Performs other duties as assigned to support the eﬃcient operation of the department.