IT SERVICE TECH III

The IT Service Technician III role is to support and maintain in-house computer systems, desktops, peripherals, kiosks, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required. Tech III is expected to act as an escalation point for Tech II and perform the role of liaison between the System/Application Support team and the tech support team. Small project management is also expected of this role. This position reports to the IT Operation Manager.

ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all-inclusive for this position)

• Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts, and network issues. Refers problems to the appropriate person when IT Technician’s best efforts cannot resolve issues.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end-user technology, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking products.
• Perform on-site analysis, diagnosis, and resolution of complex technical problems for a variety of end-users, and recommend and implement corrective hardware and software solutions, including off-site repair as needed.
• Receive and respond to incoming calls and/or e-mails regarding technology problems.
• Assist in the development, maintenance, and improvement of Information Technology departments procedures.
• Act as a liaison between vendors and other property departments to escalate any vendor's hardware and application support.
• Provide third-level support for team members with a higher access level profile.
• Train and mentor junior tech members.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)

• A Bachelor’s degree in Information Systems or equivalent training and experience is desired.
• Project management skills are a definite asset.
• Strong understanding of the organization’s goals and objectives.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Must possess skill in Microsoft Office, specifically Word, Excel, PowerPoint, Visio, Project, and One Note.
• Must hold a TRIBAL GAMING LICENSE or can obtain one.
• Work schedule flexibility.
• Must be at least twenty-one (21) years of age.
• Wide range of hardware and software knowledge.
 
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office, Windows Desktop Operating Systems, MS Outlook & PC hardware configuration skills.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Minimum of two (2) years of Information Systems experience or college-level course work.
• A+ Certification is highly desirable.

WORK ENVIRONMENT:
 
• The Casino environment is hectic, fast-paced, and often crowded and noisy. May be exposed to casino-related environmental factors including, but not limited to, secondhand smoke, excessive noise, and constant exposure to the general public.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

CLOSING:
The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements