KTEA IT Client Support Technician

Kalispel Tribe Careers•Airway Heights, WA

6d•Hybrid

About The Position

The Client Support Technician is responsible for Tier 1 and Tier 2 support in businesses owned and managed by KTEA and KTI, and for supporting the users of those systems. The Client Support Technician maintains and operates systems through effective troubleshooting, repair, and system performance analysis to ensure a stable environment. Client Support Technician activities include installing, maintaining, repairing, and overhauling systems and equipment platforms, to include gaming, telecommunication, data, audio visual, and network infrastructure. Client Support Technicians manage client user and device accounts and remove and replace components and peripherals to resolve software and hardware issues for end-users.

Requirements

Associate degree in Information Technology, or equivalent in Information Technologies (or closely related fields) is strongly preferred
Two additional years of hands-on experience may be substituted for academic requirements
CompTIA A+ certification is preferred; certification within six months of employment is required, including regular progress toward certification
Two (2) years of practical experience with installation, operation, and maintenance of client systems and services.
A minimum of two (2) years of direct, hands-on experience in procurement, configuration, deployment, management, and administration of end user devices
Two (2) years of practical knowledge with the current Microsoft Office environment and Microsoft applications and the ability to assist users with the applications and troubleshoot program errors
Two (2) years of practical experience with current Windows desktop, MacOS and iOS operating systems
Two (2) years of practical experience with Windows command line and PowerShell utilities including Ping, Trace Route, IP Config, and gpresult
Working knowledge of Active Directory, Group Policy Management, and Computer Management tools
Working knowledge of Internet search engines and advanced technical language to perform searches for solutions to technical problems
Ability to communicate clearly and effectively with technical and non-technical audiences, verbally and in writing (including writing reports and presentations, business correspondence and procedural manuals) in a predominantly English-speaking environment
Ability to troubleshoot, diagnose, analyze, detect, and repair equipment failures and malfunctions
Ability to deal with conflicts and tense situations in a professional manner
Exhibit a strong customer service orientation
Experience working in a team-oriented, collaborative environment
Ability to conduct research into client system issues, standards, and products
Ability to effectively prioritize and execute tasks in a high-pressure environment with minimal supervision
Proven analytical and problem-solving abilities
Ability to obtain and maintain Tribal Gaming License and a Washington State Class III Gaming License
Ability to work nights, weekends, and holidays when required by business needs
Ability to maintain consistent, regular attendance
Valid driver’s license and insurability if operating a Tribal vehicle

Nice To Haves

Associate degree in Information Technology, or equivalent in Information Technologies (or closely related fields) is strongly preferred
CompTIA A+ certification is preferred; certification within six months of employment is required, including regular progress toward certification

Responsibilities

Provide Level I support of technology resources and act as an escalation point for advanced requests to team members and guests in all venues of the company's operations
Conduct research, evaluate, and recommend products and services to support project and client requirements
Assist with creation of user documentation, including checklists, manuals, and procedures, and train users on software and hardware as required
Suggest improvements to IT business processes and procedures to enhance efficiency and improve service levels
Configure, install, move, and change end-user devices, including cabling and connectivity, as well as operating system and application software on company devices
Alert management to emerging trends in incidents
Work with software and hardware vendors to request service regarding defective products
Maintain and replace deployed technology and add modern technologies, as necessary, and establish and maintain Preventative Maintenance (PM) schedules for system assets
Assist contracted specialists, technical personnel, or vendors to implement projects, solve problems, and extend the knowledge base
Coordinate with IT Support staff for set-up, install, and operate to maintain business continuity
Confront incidents, research solutions through internal and external knowledge bases, perform hands-on fixes when remote tools are not appropriate, and test resolution to ensure the problem has been adequately resolved
Monitor systems and notify IT Support staff about outages, including troubleshooting, scope, and impact information; determine the correct IT Support section and escalate outage or functionality issues as needed
Maintain ticket lifecycle through logging calls and issues, maintaining history records, and problem documentation, transferring to other IT support sections correctly, and by monitoring the work as it progresses to resolution
Report information-security incidents and, with guidance from senior team members, execute corrective security procedures
Periodically test disaster recovery equipment kits to ensure business continuity