IT TECHNICIAN

GTRC•Suttons Bay Township, MI

About The Position

The IT Technician is responsible for front line support to all end users within tribal government, EDC and/or Grand Traverse Resort businesses. The IT Technician will serve multiple roles, providing technical support and assistance - whether on the phone as a call center representative or troubleshooting as the first line Level 1 Technician. Assistance will be provided via remote support (in office) and/or in person as an on-site technician. The IT Technician is responsible for problem resolution and closing out respective customer support work orders. Works with the IT Staff and other IT Technicians during problem resolution.

Requirements

High School Diploma, GED or equivalent experience.
CompTIA A+ Certification, equivalent certification or equivalent education/experience.
Obtain Gaming License upon hire.
Valid state issued Driver’s License and be insurable by the company’s insurance carrier.
Relevant experience and customer service skills.
Exhibit patience and empathy while troubleshooting with end users over the phone and in person.
Communicate verbally and in written form and possess active listening skills.
Work at multiple locations, often needing to drive to multiple locations.
Work multiple environments, including in the office, out in the field, on the roadside, etc.
Work productively under strict time restraints with variable deadlines.
Must be physically able to operate a variety of job-related machines and/or office equipment.
Physical demand requirements are at levels of those for sedentary or office environment work.
Must be able to work flexible hours including nights, weekends, holidays and/or days off and variable shifts.
Must be 18 years old.
Must be able to pass a background investigation and a drug and alcohol screen as a condition of employment.
Must successfully pass a job interview.

Responsibilities

Responds to queries on the phone, via email, in person or through remote access
Willingness to cross-train and provide support for multiple industries, including casino support, hospitality and point of sales support, medical support, education support, emergency services support, manufacturing support and others.
Preform on call duties as needed.
Work with and have a basic understanding of customer support ticket systems
Analyze and resolve 1st line support calls/tickets via the Help Desk and escalate calls/tickets when appropriate
Accurately document troubleshooting steps and resolutions in the customer support ticketing system
Update and close out all assigned customer support work orders
Communicate with agents/users regarding the status of their Help Desk tickets.
Communicate with 3rd party support vendors to resolve issues that require action from them
Create agent/user level training documentation and add solutions to the Help Desk system as needed
Install and configure systems, networks, printers, scanners and more.
Provide support on a wide range of software including Microsoft Office, Adobe Acrobat, internet browsers and third-party programs
Provide support on a wide range of hardware including desktops, laptops, iPads, smartphones, printers, scanners, desk phones, multimedia equipment and wireless devices
Manage stocks of equipment, consumables and other supplies
Provide orientation to new agents/users and train staff about potential uses of existing technology
Assist in the documentation and maintenance of software passwords
Periodically be available after hours for on-call support
Demonstrate the ability to use features and functions of common operating systems, such as: 1. Installing/Uninstalling programs 2. Assigning default programs 3. Command prompt 4. Joining a domain
Independently research solutions to customer issues utilizing: 1. User manuals 2. WikiPage 3. Google
Set up a workstation, establish basic network connectivity, set up and troubleshoot peripheral devices
Troubleshoot and support end-user access to applications and data
Use security and web browsing best practices
Knowledge of network wiring requirements
Setup and troubleshoot desk phones and cell phones
Utilize PC remoting software
Any other duties as assigned by the IT Management