IT Technician I

Blue Lake Casino•Blue Lake, CA

11d•$20 - $23

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. The position supports users and technology across Blue Lake Casino & Hotel and may also involve applications and systems in other Blue Lake Rancheria departments or tribal enterprises. The technician handles helpdesk requests, desktop and application maintenance, hardware and software troubleshooting, equipment setup and upgrades, user training, technology inventory and records, and recommendations and research related to technology resources. The role also supports mobile devices, multi-factor authentication, account provisioning and deprovisioning, software updates, patching, and endpoint protection. The position requires adherence to IT security practices, internal controls, policies, procedures, safety guidelines, and attendance standards. Work may be required any day or shift and may include on-call work. The role has no supervisory responsibilities. The work requires a high school diploma or GED, direct experience with the Windows operating system, general computer skills, basic networking knowledge, and typing at least 40 words per minute. The employee must maintain an active Blue Lake Tribal Gaming Commission License while employed. Physical requirements include regular sitting, typing, and hand use; occasional standing, walking, reaching, bending, kneeling, crawling, climbing, and balancing; and occasionally lifting or moving up to 60 pounds. The work environment may include occasional exposure to moving mechanical parts, heights, chemicals, electrical shock risk, and second-hand smoke; noise is usually moderate.

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 a current generation thereof.
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 support problem solving.
Customer service skills, including ownership and responsibility for resolving support problems.
Good organizational skills.
Sound judgment and ability to handle emergency situations.
Ability to handle problem situations with maturity and diplomacy.
Ability to work independently without direct supervision during shifts when serving as first-line 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.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and deal with abstract and concrete variables.
Maintain a valid and active Blue Lake Tribal Gaming Commission License while employed.
Meet the described physical demands, including occasionally lifting or moving up to 60 pounds.

Responsibilities

Respond to phone calls and emails sent to the IT Helpdesk within IT Department service guidelines.
Perform preventative maintenance on desktop computer systems.
Perform preventative maintenance and administrative work on applications as directed by IT management.
Analyze and resolve computer hardware and software problems, or recommend resolutions.
Set up new equipment and perform equipment upgrades as required.
Provide individual or group training on systems as directed by IT management.
Maintain an accurate inventory of technology hardware, software, and resources.
Enter data required to keep department records current.
Recommend purchases of technology resources and research current and potential resources and services.
Comply with IT Department and other applicable internal controls, policies, and procedures, and report violations to IT management.
Maintain accurate records of work performed on helpdesk tickets in 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, including on-call work when required.
Perform other assigned duties, including work involving applications and systems in any Blue Lake Rancheria department or tribal enterprise.
Promote a fun atmosphere for casino guests and encourage mutual respect, dignity, and integrity among Team Members.
Help provide a safe work environment by following safety guidelines, identifying potential hazards, and reporting them.
Maintain a professional departmental, company, and community reputation; enforce applicable performance standards, policies, and procedures; and maintain regular attendance.