MINIMUM JOB QUALIFICATIONS

Education & Experience Required

High School Diploma, GED or equivalent experience.

CompTIA A Certification, equivalent certification or equivalent education/experience.

Certification/Licenses Required

Obtain Gaming License upon hire.

Valid state issued Driver's License and be insurable by the company's insurance carrier.

Skills Required

Relevant experience and customer service skills.

Exhibit patience and empathy while troubleshooting with end users over the phone and in person.

Communicate verbally and in written form and possess active listening skills.

Abilities Required

Work at multiple locations, often needing to drive to multiple locations.

Work multiple environments, including in the office, out in the field, on the roadside, etc.

Work productively under strict time restraints with variable deadlines.

Must be physically able to operate a variety of job-related machines and/or office equipment.

Physical demand requirements are at levels of those for sedentary or office environment work.

Must be able to work flexible hours including nights, weekends, holidays and/or days off and variable shifts.

Additional Job Requirements

Must be 18 years old.

Must be able to pass a background investigation and a drug and alcohol screen as a condition of employment.

Must successfully pass a job interview.

JOB SUMMARY

The IT Technician is responsible for front line support to all end users within tribal government, EDC and/or Grand Traverse Resort businesses. The IT Technician will serve multiple roles, providing technical support and assistance - whether on the phone as a call center representative or troubleshooting as the first line Level 1 Technician. Assistance will be provided via remote support (in office) and/or in person as an on-site technician. The IT Technician is responsible for problem resolution and closing out respective customer support work orders. Works with the IT Staff and other IT Technicians during problem resolution.

ESSENTIAL JOB FUNCTIONS

• Responds to queries on the phone, via email, in person or through remote access
• Willingness to cross-train and provide support for multiple industries, including casino support, hospitality and point of sales support, medical support, education support, emergency services support, manufacturing support and others.
• Preform on call duties as needed.
• Work with and have a basic understanding of customer support ticket systems
• Analyze and resolve 1st line support calls/tickets via the Help Desk and escalate calls/tickets when appropriate
• Accurately document troubleshooting steps and resolutions in the customer support ticketing system
• Update and close out all assigned customer support work orders
• Communicate with agents/users regarding the status of their Help Desk tickets.
• Communicate with 3rd party support vendors to resolve issues that require action from them
• Create agent/user level training documentation and add solutions to the Help Desk system as needed
• Install and configure systems, networks, printers, scanners and more.
• Provide support on a wide range of software including Microsoft Office, Adobe Acrobat, internet browsers and third-party programs
• Provide support on a wide range of hardware including desktops, laptops, iPads, smartphones, printers, scanners, desk phones, multimedia equipment and wireless devices
• Manage stocks of equipment, consumables and other supplies
• Provide orientation to new agents/users and train staff about potential uses of existing technology
• Assist in the documentation and maintenance of software passwords
• Periodically be available after hours for on-call support
• Demonstrate the ability to use features and functions of common operating systems, such as:

• Installing/Uninstalling programs
• Assigning default programs
• Command prompt
• Joining a domain

• Independently research solutions to customer issues utilizing:

• User manuals
• WikiPage
• Google

• Set up a workstation, establish basic network connectivity, set up and troubleshoot peripheral devices
• Troubleshoot and support end-user access to applications and data
• Use security and web browsing best practices
• Knowledge of network wiring requirements
• Setup and troubleshoot desk phones and cell phones
• Utilize PC remoting software
• Any other duties as assigned by the IT Management

OTHER NECESSARY SKILLS AND ABILITIES

Must possess excellent customer service skills and the ability to communicate both verbally and in written form. Ability to interact well with the existing management team by being a good listener, a team builder and an articulate advocate of the GTB/EDC IT visions. Must be a team player with a positive attitude. Must be highly organized and able to handle multiple tasks at one time. Must be able to complete tasks and projects in a timely manner by prioritizing obligations and time. Must possess the ability to work with various personalities while maintaining impartiality. Must respond to supervisory guidance and assignments and accept constructive criticisms in order to learn new, updated information. The needs for quickness and ease of adjustment to the work environment and flexibility to change are essential in this position.

SUPERVISORY RESPONSIBILITIES

N/A

EQUIPMENT TO BE USED

Multi-line telephone, computer, printer, copier, and fax.

DRIVING REQUIREMENTS

Must have a valid, Michigan driver's license and be insurable by the Tribe.

TYPICAL PHYSICAL DEMANDS

Must be physically able to operate a variety of job-related machines and/or office equipment. Must be able to move or carry job-related objects or materials exceeding 50 lbs.

Must be able to physically work/walk in outside conditions, including on the side of the road, difficult terrain, wet/dry lands and during any season.

TYPICAL MENTAL DEMANDS

Must be able to effectively handle stressful and compromising situations while remaining focused and professional. Must be able to deal with difficult people without losing perspective. Must be able to work productively under strict time restraints with variable deadlines.

WORKING CONDITIONS

Must be able and willing to work in a crowded, loud, smoking environment. Must be able to work in an inside and/or outside environment. Must be able to handle being under constant surveillance. May be required to work in small, enclosed spaces. Must practice all safety policies, procedures and standards as set by OSHA. Some travel may be required for the needs of the business or for further training regarding the department or the business. Use of personal vehicle will be required for job and employee must be insurable by the company.

COMMENTS

Native American and Tribal Preference will apply. Must be able to pass a background investigation and a drug and alcohol urinalysis as a condition of employment. Must be able to work flexible hours and to take on additional responsibilities when asked. Must adhere to company policies regarding strict confidentiality.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change the duties of the position at any time. Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Director of Human Resources.