Field Support Analyst

San Manuel Band of Mission Indians•Highland, CA

36d

About The Position

Under the direction of the Supervisor, Operations – Information Technology (IT), the Field Support Analyst I providing support for all endpoint technology issues including computer troubleshooting and repair, software installation and configuration, and other user facing issues. Technical aptitude and customer service are key traits for the Field Support Analyst I. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software. 2. Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems. 3. Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise. 4. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities. 5. Configures and images laptops, desktops, and other endpoint devices with standard policies to comply with security baselines. 6. Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed. 7. Interfaces with 3rd party manufacturers to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support. 8. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time. 9. Performs other duties as assigned to support the eﬃcient operation of the department.

Requirements

High School Diploma or GED is required.
Minimum two (2) years of computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is required.
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.
Must present a professional approach within each opportunity.
Ability to work any assigned shift (day/swing/graveyard).
Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.
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.

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

Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.
Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise.
Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
Configures and images laptops, desktops, and other endpoint devices with standard policies to comply with security baselines.
Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
Interfaces with 3rd party manufacturers to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
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.

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