IT Technician

Job Description

SCOPE OF POSITION:

The Information Technology (IT) Technician I will perform remote and desk-side hardware and software support for end users of PC-based systems and diagnose and repair issues related to hardware and software including operating systems, peripherals, office applications, networks, computer operations, phone systems, and POS devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the primary duties and responsibilities of Information Technology (IT) Technician I. Other duties may be assigned as deemed necessary by business requirements and management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

• Receives, prioritizes, documents, and actively resolves end-user help requests and escalates incidents when considered appropriate and necessary to maintain service level expectations.
• Installs hardware, software, operating systems and business applications including: setting up PC’s from image, troubleshooting software and environment concerns, setting up and moving mobile workstations for events, and perform hardware/ software maintenance.
• Provides end-user support in a timely, effective, and courteous manner.
• Assists with the creation of SOP’s, knowledgebase contributions, and reference guides to support our user-base and internal Service Management tools.
• Provides TCP/IP connections and configurations to provide system-wide connectivity. This includes ensuring proper connections/ configurations into switches and ensuring access to proper network resources.
• Maintains, troubleshoots, and supports telephones, mobile devices, voice mail/ email, and POS systems.
• Performs administrative functions such as writing reports, maintaining accurate records, researching solutions, and ensures timely resolution of complex tasks.
• Informs IT management of problem trends and provides detailed status reports.
• Properly maintains records of helpdesk-related activities, resolutions, knowledgebase items, and SOP’s.
• Provide exemplary user support and interact positively with guests, coworkers, and supervisors. Greet guests positively, treating each person respectfully and in a professional manner. Demonstrates skill in dealing with user and guest concerns using active listening skills to determine symptoms and to gain comprehensive understanding of issues as they arise.
• Understands the goals and vision of the organization and demonstrates commitment to those goals in terms of individual and team performance.
• Prioritize tasks and handle multiple projects simultaneously
• Maintains the highest level of confidentiality.

Job Requirements

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training, and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

• I can perform the essential functions of this job without accommodations
• I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*

Proficiency in both written and verbal English communication is required.

One year combination of a technical degree or certification and Information Technology support related experience. Must possess effective communication skills, intermediate experience supporting PC’s, peripherals, software, and hardware with superior troubleshooting and analytical skills. Must be able to work independently as well as in a team environment. Must be at least 18 years of age.

GENERAL OR PREFERRED QUALIFICATIONS

Associates degree in Information Technology and one year work experience in Technical/ Desktop Support. Gaming related experience helpful.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to research and collect resources for knowledgebase, SOP’s, and projects. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.

REASONING ABILITY

Must demonstrate ability to identify and define issues, collect and document appropriate logs/ data for analyzation, and demonstrates effective analytical and systematic troubleshooting skills. Ability to interpret an extensive variety of technical documentation.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

The duties of this position require the ability to sit/stand at a computer, regularly perform daily walks and property assessments, and frequently assist Team Members desk-side. IT Technician I is required to lift up to 40lbs, work on ladders, handle inventory in the IT warehouse, run cabling and perform cable management under and around desks and workstations.

Must be able to work in a busy and dynamic casino environment, including exposure to flashing lights, loudness, and crowds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.