The Support Specialist, under the direction of the Customer Service Manager, is responsible for supporting all the technology touchpoints across tribal government, health, gaming and enterprises that employees and customers use to connect or interface with the Tribe's technology systems. This includes computers, laptops, tablets, point-of-sale, phones, printers, IOT devices and a broad range of peripheral devices that connect and communicate across the organization's entire Wide Area Network (WAN). The Support Specialist is tasked with ensuring the continual operation and connectivity of thousands of devices across the Tribe's seven county service area. This includes support of all desktop applications, device apps, desktop, tablet and device operating systems, and all endpoint security support and configuration. This position is responsible for endpoint network connectivity and troubleshooting on the Local Area Network (LAN) and the Wide Area Network, install and maintenance of antivirus protection, email access, printing services, shared file access, data backup, internet access, standard and specialized software and device imaging software.

ESSENTIAL FUNCTIONS: (includes, but is not limited to, the following)

• Daily support of all employee technology devices including connectivity, performance, repair, security and version patching, upgrades, moves, installation and removal.
• Troubleshoots and resolves complex hardware and software issues of mission-critical hardware and software applications (on site or remotely if possible).
• Analyze and repair connectivity issues with all devices.
• Troubleshoot basic cabling, patch cabling and wireless issues.
• Support of A/V equipment including sound, microphones, projectors and webcams.
• Installation and support of specialty hardware and software in health clinics, casinos and government offices.
• Facilitates and coordinates computer and peripheral moves with any office moves.
• Implements, monitors and supports all electronic device best practices such as backups and anti-virus solutions.
• Creates and maintains technical documentation, including inventories of hardware and software.
• Documents work performed, time worked and resolution of daily work orders using the IT Help Desk system.

ADDITIONAL RESPONSIBILITIES: (includes, but is not limited to, the following)

• Works closely with night operators and other IT employees to communicate and share important support information.
• All other job-related duties as assigned.

CONTACTS:

Immediate peers, peers in other departments, immediate supervisor/manager, managers in other departments, executives, Board of Directors, customers and outside vendors/service providers.

PHYSICAL REQUIREMENTS:

Position with medium lifting 50 pounds maximum and frequent lifting/carrying up to 25 pounds. Physical factors include constant use of color vision and typing, frequent standing, walking, sitting, carrying/lifting, reaching, use of hearing, driving, travel throughout the Tribe's service area to service all aspects of computers, peripherals and printers, bending, occasional pushing/pulling, climbing, stooping, kneeling, use of smell, near/mid/far vision and field of vision, Working conditions include constant computer use and phone use, occasional exposure to weather, wet/humidity, noise and air quality. Potential hazards include occasional exposure to electric shock, high places and chemicals.

REQUIREMENTS:

Education: Associates degree in Information Systems, Computer Science or related field required or 3 years work experience in Information Technology.

Experience: No additional experience required.

Certification/License: A certification or equivalent preferred. Must have a valid driver's license and be insurable by the Sault Tribe Insurance Department. Must have reliable transportation. Must comply with annual driver's license review and insurability standards with the Sault Tribe Insurance Department. Must undergo a criminal background investigation done under the rules of the National Indian Gaming Commission. Will be required to complete and pass pre-employment drug testing.

Knowledge, Skills and Abilities: Demonstrated knowledge of current Microsoft Windows operating systems required. Knowledge and experience with Microsoft Office and Office365 software required. Logical, organized, and detailed technology hardware and software troubleshooting skills required. Must have professional communication and customer service skills and be able to exhibit a friendly, positive attitude, even in stressful issue resolution situations, Ability to establish and maintain effective communication with co-workers, supervisors and guests. Position requires strong communication skills and the daily ability to communicate clearly in person, in writing, by telephone, and email. Must maintain a positive attitude in a high-volume workload environment. Must have the ability to follow oral and written directions. Must have the ability to work and complete tasks with little supervision. Native American preferred.