Field Support Analyst

Field Support Analyst at Yuhaaviatam of San Manuel Nation

Under the direction of the Supervisor, Operations – Information Technology (IT), the Field Support Analyst I provides support for all endpoint technology issues including computer troubleshooting and repair, software installation and configuration, and other user-facing issues. Technical aptitude and customer service are key traits for the Field Support Analyst I.

• Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
• Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.
• Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise.
• Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
• Configures and images laptops, desktops, and other endpoint devices with standard policies to comply with security baselines.
• Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
• Interfaces with 3rd party manufacturers to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
• 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.

• High School Diploma or GED is required.
• Minimum two (2) years of computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is 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.
• Customer service and vendor management experience is preferred.
• Experience working in Casino or Gaming industry is preferred.
• 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.
• Must present a professional approach within each opportunity.
• Ability to work any assigned shift (day/swing/graveyard).
• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Certification in CompTIA A+ is preferred.
• As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre‑ and post‑employment screening including Live‑Scan, background, drug testing, and tuberculosis (TB) testing.
• No Driving Responsibilities:
  Role does not require a driver’s license or insurance.

• Primary work environment is in a climate‑controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast‑paced, high‑demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40…