IT Technician II

SUMMARY:   Responsible for supporting the IT needs of the individual departments, ensuring a maximum level of service and user satisfaction. Maintaining, installing, and configuring endpoint workstations as directed. Maximizing endpoint security, patch management, and end-user account integrity.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:

• Serving as the escalatory point of contact for end-users seeking technical assistance.
• Provide technical assistance and support for incoming queries (ticketing) and issues related to computer systems, software, and hardware.
• Maintain daily performance and endpoint systems.
• Performs routine maintenance on endpoint systems.
• Run reports to identify trends and malfunctions that continue to occur.
• Provisions and maintains end-user accounts (creating, enabling, disabling, filing) and workstations, maintaining data integrity and system quality.
• Maintains working knowledge of all endpoint systems (workstations and client devices).
• Maintains and enforces absolute standards of security, system integrity, and confidentiality within the department.
• Routinely inspects all supported equipment on property, identifying and reporting potential problems, additionally tasked with (coordinating, scheduling, executing) necessary repairs or cleaning.
• Maintaining security, integrity, and performance of Gaming Floor network cabling, additionally tasked with making suggestions and recommendations (equipment, security standards, etc.).
• Assists with troubleshooting and repair of all supported equipment on property.
• On call for any non-emergency issues: Password resets/account unlocks not required to be onsite unless directed by Information Technology Director.
• Work on projects as assigned.
• Flexible scheduling required.

KNOWLEDGE AND SKILLS - EXPERIENCE and/or EDUCATION:

Three years to five years of similar or related experience.  Equivalent to a high school education.

PROBLEM SOLVING:

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Proven ability to provide outstanding customer service. Must have excellent problem-solving abilities and be able to deal with stressful situations in a professional manner.  Must be a Team Player.  Must be a detail oriented, organized individual with the ability to multi-task and be able to work in a fast-paced environment.  Displays strong verbal and written communication skills with proven ability to handle conflict situations.

CONDITIONS OF EMPLOYMENT:

• Uphold all principles of confidentiality effusively.  This position has access to sensitive information and a breach of these principles will be grounds for immediate termination.
• Adhere to all professional and ethical behavior standards of the industry. 
• Interact in an honest, trustworthy, and respectful manner with employees, visitors, and vendors.
• Participate in departmental staff meetings, quality management activities, and educational programs.
• Demonstrate verbal and written skills.
• Comply with Seminole Nation Gaming Enterprise policies and procedures.  
• Applicant and Employee must submit to and pass applicable drug test.

• Applicants may be required to work irregular work hours depending on but not limited to promotions, deadlines, and projects.        
• Must be able to work various hours including weekends and holidays.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Applicants may be subject to a background check to ensure compliance with Seminole Nation Gaming Agency.  Candidates for positions that require a background check must be able to successfully pass a background and character investigation.

• Complying with the Indian Gaming Regulatory Act and the rules, regulations, and standards established by the Seminole Nation Gaming Agency, the National Indian Gaming Commission, and pursuant to the Nation’s gaming compact with the State of Oklahoma, and all other applicable laws.
• Securing and maintaining a Seminole Nation gaming license from the Seminole Nation Gaming Agency and cooperating fully with the Agency in the performance of its duties.