Support Analyst Jobs

About The Position

Requirements

• Associate degree in Computer Science or related field is required.
• Minimum of four (4) years of relevant IT work experience inclusive of two (2) years computer experience working directly with workstations, servers, phone systems, mobile devices, networking, or printers required.
• Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Exceptional customer service skills and the ability to communicate effectively with all levels of the enterprise.
• Ability to de-escalate tense situations to problem-solve effectively.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to work any assigned shift (day/swing/graveyard).
• A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required.

Nice To Haves

• Customer service and vendor management experience is preferred.
• Experience working in Casino or Gaming industry is preferred.
• Certification in CompTIA A+ is preferred.

Responsibilities

• Provides level 1 and level 2 24/7 enterprise support, including ticket management for requests and incidents across a broad range of hardware and software.
• Participates in the leadership activities of end-user services in the areas of process improvement, training, and task delegation.
• Acts as an escalation point for the Field Support Analyst I support teams and troubleshoots more complex issues.
• Leads and participates in IT projects under the direction of operational leads and Information Technology (IT) leadership.
• Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
• Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.
• Serves as Subject Matter Expert (SME) for enterprise hardware and software, as directed.
• Participates in required training, mentors new team members in troubleshooting, and monitors server/network equipment. Responds to user calls and service tickets and escalates issues pertaining to production systems.
• Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
• Performs other duties as assigned to support the efficient operation of the department.

Benefits

• As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees.