Support Specialist

Performs essential job functions to advanced systems/software diagnostics, timely resolutions to property issues, and records all actions performed into our ticketing system. Participate in the planning and implementation of policies and procedures to ensure system provisioning and maintenance consistent with company goals, including industry best practices and regulatory requirements.

ESSENTIAL DUTIES AND Responsibilities:

·       Responds to all helpdesk calls and ensures all client/user support calls and service requests are handled promptly

·         Ensures all helpdesk calls are logged into tracking system

·   Provides first level and advanced support for all systems, including software and hardware for all platforms

·         Monitors system performance and report issues as necessary

·    Performs operation installation verification of new technology.  Researches and maintains a working knowledge of current trends and technologies in the industry

·   Maintains equipment inventory and preventative maintenance schedules

·         Cross-trains in other technical systems functions

·    Assists in the maintenance of voice, data and computer equipment

·    Troubleshoots hardware and software problems, providing hands-on or vendor-supplied repair of components as appropriate

·         Trains staff on site on proper use of systems and software

·  Ensure system/application events are reported according to guidelines

·       Adheres to regulatory, departmental and company policies in an ethical manner.

·         Other duties as assigned

KNOWLEDGE, SKILLS, AND EXPERIENCE:

Required

Formal Education & Certification

·         High school diploma or GED

Knowledge & Experience

· Working knowledge of the operation of computer and communications systems

· Experience in maintaining and operating computer and communication systems

·    Professional experience with the installation, maintenance and operation of computer, voice, and data communication systems

·         Ability to operate tools, components and peripheral accessories

·    Ability to conduct research of hardware and software products and issues as required

Personal Attributes

· Good interpersonal, organizational, developmental and presentation skills are required

·         Strong customer service orientation and professional appearance

·     Highly self-motivated and directed, with keen attention to detail and an ability to work with minimal supervision

·     Experience working in a team-oriented, collaborative environment with the ability to prioritize and execute tasks in a high-pressure environment

·    A record of satisfactory performance and reliability in all prior and current employment

Preferred

·  Four-year college diploma or university degree in computer science, computer engineering, or reasonably similar discipline

·       Possess experience and certifications around any of the following technologies:

o   Microsoft (MCSA, MCSE)

o   CompTIA A

o   CompTIA Network

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

·         Physically mobile with reasonable accommodations

·         Read, write, speak and understand English

·         Able to effectively prioritize tasks in a high-pressure environment

·         Proven analytical and problem-solving abilities

·         Self-motivated and able to work independently

·   Able to stoop, bend, crawl and balance in order to perform hardware installation and problem determination

·         Operate in mentally and physically stressful situations

·         Effectively work at a desk for long periods of time and respond to written and oral requests

·     Must be able to meet the level three or medium work requirements based on the Department of Labor Dictionary of Titles:  Exerting 20 to 50 pounds of force occasionally and/or 10 to 25 pounds of force frequently and/or greater than negligible up to 10 pounds of force constantly

 Indian Preference Exercised

 Prairie Band Casino & Resort reserves the right to make changes to the above job descriptions whenever necessary. As part of Prairie Band Casino & Resort’s hiring process, candidates will be required to go through a due diligence process to validate their application information and suitability, prior to an employment offer being extended. This process may include, but is not limited to: reviewing employment applications or resumes, performing pre-employment testing and background investigations, conducting interviews and reference checks, and checking licensing and certification.