IT Technician I

Blue Lake Casino•Blue Lake, CA

10d

About The Position

The IT Technician provides technical support to end users, training, consultation, and recommendations about future planning and development of technology resources. The role works under the direction of the Manager of Service Delivery and Systems and the Manager of Infrastructure and Cybersecurity. It has no supervisory responsibilities and may support applications and systems throughout Blue Lake Rancheria departments and tribal enterprises. The position provides helpdesk support, maintains and troubleshoots computer systems and applications, sets up and upgrades equipment, supports mobile devices and account services, and assists with software updates, patching, endpoint protection, and security practices. The technician also maintains inventories and department records, researches and recommends technology resources, and documents work in helpdesk tickets. Work may be required on any day or shift and may include on-call work. The role requires a high school diploma or GED, direct work experience with the Windows operating system, general computer skills, basic networking knowledge, and typing at least 40 words per minute. While employed, the Team Member must maintain an active Blue Lake Tribal Gaming Commission License. The position involves regular sitting, typing, and hand use; occasional lifting or moving of up to 60 pounds; and occasional exposure to moving mechanical parts, high or precarious places, chemicals, electrical shock risk, and second-hand smoke.

Requirements

High school diploma or GED equivalent.
Direct work experience with the Windows operating system.
Good general computer skills and basic knowledge of networking fundamentals.
Ability to type at least 40 words per minute.
Knowledge of Windows 10/11 and macOS.
Knowledge of Microsoft 365 / Office or the current generation.
General hardware and software configuration and troubleshooting skills.
Knowledge of computer networking.
Basic cybersecurity awareness, including multi-factor authentication and endpoint/antivirus tools.
Knowledge of remote support and helpdesk ticketing tools.
Effective written and oral communication skills that foster problem solving.
Customer service skills, including taking ownership and responsibility for resolving support problems.
Good organizational skills.
Ability to exercise sound judgment and handle emergency situations.
Ability to handle problem situations with maturity and diplomacy.
Ability to work independently without direct supervision during shifts when serving as the first line of support.
Ability to manage multiple tasks simultaneously and prioritize work.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions.
Ability to calculate figures and amounts and apply basic algebra and geometry concepts.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and work with abstract and concrete variables.
Maintain a valid and active Blue Lake Tribal Gaming Commission License while employed.
Ability to meet the role's physical demands, including occasional lifting or moving of up to 60 pounds.

Responsibilities

Answer and respond to IT Helpdesk phone calls and emails within the standards in IT Department service guidelines.
Perform preventative maintenance on desktop computer systems.
Perform preventative maintenance and administrative work on applications as directed by IT department management.
Analyze and resolve computer hardware and software problems, or recommend resolutions.
Set up new equipment and upgrade equipment as required.
Provide individual or group training on systems as directed by IT department management.
Maintain current and accurate inventories of technology hardware, software, and resources.
Enter data needed to keep department records up to date.
Make recommendations about purchasing technology resources.
Research current and potential resources and services.
Maintain compliance with IT department and other applicable internal controls, policies, and procedures, and report violations to IT department management.
Maintain accurate records of work performed on helpdesk tickets using the provided software.
Support end-user mobile devices, multi-factor authentication, and account provisioning and deprovisioning in directory and email systems.
Assist with software updates, patching, and endpoint protection on managed devices.
Follow IT security best practices and promptly report suspected security incidents.
Work any day or shift as required, potentially including on-call work.
Perform other assigned duties, including work involving applications and systems within Blue Lake Rancheria departments or tribal enterprises.
Promote a fun atmosphere for casino guests, mutual respect, dignity, and integrity among Team Members, and a professional departmental, company, and community reputation.
Help provide a safe work environment by following safety guidelines, identifying potential hazards, and reporting them for resolution.
Enforce applicable departmental performance standards, policies, and procedures, and maintain consistent, regular attendance.