IT Technician Lead
About The Position
POSITION OBJECTIVE: Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests. Our Mission: To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities Our Vision : Creating incredible experiences. Our Core Values : Integrity, Communication, Accountability, Respect, Teamwork JOB SUMMARY: Prioritizes incoming help requests from customers via telephone, e-mail, and service tickets in a courteous manner. Coordinates first level problem identification and resolution and acts as the second-tier escalation point in our support system, coordinating with other data processing sections, and tracking and reporting of unit activities. Documents the technical support request problem-solving process in our service desk software, including all successful and unsuccessful decisions made and actions taken from when the initial request was made up through final resolution. Performs post-resolution follow-up to help requests. Prioritizes and schedules service tickets and escalates when required. Performs hands-on solutions at the desktop level, including installing and upgrading software, installing hardware, performing file backups, and configuring systems and applications. Performs preventative maintenance on workstations, printers, and peripherals. Coordinates, and performs move/add/change operations to user domain accounts. Coordinates, and performs move/add/change operations for telephone and voicemail users. Plans, coordinates, and carries out on-site service visits to customer sites for scheduled maintenance. Monitors incoming user requests for trends/patterns and proactively addresses these via consultation with the IT Director. Ensures that a positive, helpful, and action-oriented approach is present in the Service Desk team. Actively engages in special projects or one-time tasks as delegated by the IT Director. Supports and facilitates knowledge acquisition of self and team members. Participates in supervision and team meetings.
Requirements
- High School Diploma required.
- Any one or any combination of the following that totals eight academic years (96 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardware.
- Three years of supervisory experience on a level comparable to that of an IT Tech III.
- Demonstrated experience leading a team and/or projects.
- Familiarity with the advanced principles of ITIL.
- Proven track record of developing and providing SLAs and Customer Services deliverables.
- Extensive knowledge of systems and software within the department.
- Ability to train, oversee, and coordinate activities of all lower-level employees within this series
- Ability to effectively communicate with direct supervisor and with other departments.
- Ability to solve technical as well as personnel policies and communicate with affected parties.
- Advanced communications skills.
- Excellent interpersonal skills.
- Excellent guest service skills.
- Ability to take initiative.
- Ability to learn new concepts quickly.
- Ability to meet deadlines.
- Administrative abilities, including record keeping.
- Pass NRWC pre-employment testing.
- Ability to work all shifts including weekends and holidays.
- Ability to obtain a Class III Gaming License.
- Ability to stoop, kneel, crouch, reach, push and pull.
- Ability to stand for longer than 8 hours.
- Ability to lift 75 pounds.
- Ability to tolerate a smoke-filled environment.
Nice To Haves
- CompTIA A+
- CompTIA Network+
- Experience creating and presenting diagrammatic representations.
- Ability to problem solve.
Responsibilities
- Prioritizes incoming help requests from customers via telephone, e-mail, and service tickets in a courteous manner.
- Coordinates first level problem identification and resolution and acts as the second-tier escalation point in our support system, coordinating with other data processing sections, and tracking and reporting of unit activities.
- Documents the technical support request problem-solving process in our service desk software, including all successful and unsuccessful decisions made and actions taken from when the initial request was made up through final resolution.
- Performs post-resolution follow-up to help requests.
- Prioritizes and schedules service tickets and escalates when required.
- Performs hands-on solutions at the desktop level, including installing and upgrading software, installing hardware, performing file backups, and configuring systems and applications.
- Performs preventative maintenance on workstations, printers, and peripherals.
- Coordinates, and performs move/add/change operations to user domain accounts.
- Coordinates, and performs move/add/change operations for telephone and voicemail users.
- Plans, coordinates, and carries out on-site service visits to customer sites for scheduled maintenance.
- Monitors incoming user requests for trends/patterns and proactively addresses these via consultation with the IT Director.
- Ensures that a positive, helpful, and action-oriented approach is present in the Service Desk team.
- Actively engages in special projects or one-time tasks as delegated by the IT Director.
- Supports and facilitates knowledge acquisition of self and team members.
- Participates in supervision and team meetings.
- Coordinates staff and activities involved in the troubleshooting efforts and problem resolutions relating to the systems for which responsible.
- Knowledge of Active Directory, DHCP, DNS, Print Services, File Services, GPOs, and other common Windows Server roles.
- Supports all systems and software in the department.
- Maintain documentation and procedures pertaining to Service Desk.
- Research new technologies to facilitate and optimize current systems and software.
- Provides training for lower-level team members within the series, while coordinating and overseeing their activities.
- May perform lower-level duties within this series as required.
- Performs other related duties as assigned.
- Act as a liaison between customers and internal support staff to ensure accurate problem interpretation.
- Maintain communications with customers during the problem resolution process.
- Identify, research, track and resolve technical problems in a timely manner.
- Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference.
- Maintain a trending list of repetitive issues to be brought to Management for attention.
- Perform other duties as assigned.
Benefits
- FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)
- FREE Short-Term Disability, Life and Accident Insurance
- FREE Meal during shift
- FREE gaming license renewals
- FREE uniform dry cleaning services
- $1 per hour shift differential
- Paid Time Off & Paid Holidays
- Floating holidays
- 401(K) Retirement Program (match up to 4%)
- Tuition Reimbursement
- Health & Wellbeing Reimbursements
- Team Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)
- Team Member Awards and Incentives (perfect attendance awards and yearly service awards)
- Flex spending and Dependent care spending
- Career advancement opportunities
- Periodic Team Member contests and giveaways
- Team Member dining and gift shop discounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
