IT Field Technician

Overview

Provides 2nd level support for service requests reported to the Service Desk. Responsibilities include assessment, triage, research, and resolution of service requests regarding the use of application software products and/or infrastructure components. Support includes installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve problems.

The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.

List of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

MINIMUM QUALIFICATIONS:

• Must be 21 years of age.
• Must have the ability to work with limited supervision or assistance.
• Must have strong customer service & communication skills and attention to details.
• Experience with in‑person, and/or remote, Desktop Support or related computer support experience.
• Experience with PC/Laptop hardware setup, including system imaging, hardware and peripheral deployment and user profile management.
• Experience troubleshooting PC hardware/peripherals, software, and network connections.
• Experience working with Active Directory as it relates to PCs, user & group account management
• Preferred to have the Microsoft Certified Desktop Technician, or other appropriate certification(s) for Desktop Support.
• Preferred to have experience installing Cat5/6 data cabling in ceiling areas and walls, installing data port jacks and creating/connecting patch cables to network switches.
• Preferred to have experience working with corporate‑managed cell phones and tablets.
• Preferred to have experience writing process documentation for IT staff.
• Preferred to have Casino environment experience.
• Required to pass a pre‑employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

SUPERVISION RESPONSIBILITIES:

• None

JOB DUTIES:

• Provide on‑site and remote technical support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
• Responsible for the troubleshooting and remediation of more complex IT issues than the Service Desk support staff generally resolves. In addition to troubleshooting, you will need to be able to provide guidance / leadership / backup to Service Desk Support Techs.
• Answering incoming calls to the IT Service Desk as needed when Service Desk staff is unavailable.
• Record, track and document the service desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
• Review, monitor and work service request tickets within established service standards and guidelines to ensure the timely resolution of issues.
• Maintain, analyze, troubleshoot, and repair computer systems, POS systems, Cameras, peripheral equipment, software and mobile devices within established service standards and guidelines.
• Provide emergency after‑hour support as needed. After‑hour support will be handled via a rotating one weeklong on‑call schedule. The on‑call tech will be responsible to responding to customers within established standards.
• Assist with the accurate maintenance of IT equipment asset tracking and inventory levels as it relates to PCs, Monitors, Printers, POS terminals, Software, Mobile devices and other Peripherals.
• Offer basic assistance with setup and use of audio‑visual equipment for conference and training rooms.
• Create and maintain quality documentation for applicable hardware and software systems as required.
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