IT Support Supervisor

Job Title: Information Technology Support Supervisor

Department: Information Technology

Reports To: IT Manager

FLSA Status: Non-Exempt

Date: July 2021

Position Summary

The Support Technician Supervisor supports the technology needs of the Thunderbird Entertainment Center, Inc. (TEC) organization at all levels through the use of various tools and systems. The supervisor will be involved in all aspects of the organizations IT systems and duties. This position will work hours appropriate to meet the needs of users, which may include nights, weekends, holidays, and on call. All applicants must be able to pass a thorough back ground investigation prior to being awarded the position. Awarded employee must drive from Norman to Shawnee as needed, must have a valid OK drivers license. Absentee Shawnee Tribal/Native preference does apply for qualified applicants.

Essential Functions of the Position

• Ensures TEC quality customer service and cheerful atmosphere maintained in your department.
• Provide direct supervision of IT support staff under the direction of the IT Manager and/or MIS Director.
• Ensure safety and cleanliness of department at all times
• Make good and proper decisions that reflect positively on TEC team and the Casino
• Maintain proper compliance at all times, NIGC, MICS & TICS knowledge preferred
• Consult managers and users to define the goals of the system
• Support technology needs of TEC users at all levels.
• Install, upgrade, maintain, troubleshoot, and resolve issues with a wide range of software and hardware implementations, including; desktop and server computer systems, storage systems, audio/video display systems, network cabling and devices, printers/copiers, mobile devices, etc.
• Train end users to efficiently use various technology tools to achieve excellence at their jobs.
• Provide input on technology purchasing/upgrade/decommission decisions, including input gathered from users.
• Maintain high levels of confidentiality at all times.
• Any other duties as assigned or requested by management

Job Knowledge, Skills and Abilities

• Strong attention to detail and excellent organizational skills.
• Knowledge of and constant attention to information security practices.
• Demonstrated ability to handle multiple tasks simultaneously; skill in working in an environment subject to constant interruptions and quickly changing priorities; ability to prioritize and delegate responsibilities when necessary; effective time-management skills.
• Knowledge of the operation of a variety of computer software and hardware, including operating systems, word processing, database, and spreadsheet applications.
• Knowledge of troubleshooting methods, upgrading software programs and managing computer platforms.
• Ability to learn and understand TEC programs, activities, and events.
• Excellent interpersonal and communication skills to establish and maintain effective working relationships with staff, vendors, and the public, both in person and through phone, e-mail and written correspondence.
• Ability to learn quickly, self-leader with initiative, highly flexible and comfortable in a constantly changing environment.
• Adhere to the policies and procedures of TEC and Absentee Shawnee Tribal Gaming Commission.
• Ability and comfort with learning and assisting with system maintenance beyond the desktop (Server/infrastructure support).
• Basic MS Windows user administration in an Active Directory domain
• Experience with VoIP, Virtual environment and Help Desk experience preferred
• Cisco, MCSE, CompTIA certifications and experience are preferred
• VoIP and Help Desk Management preferred.

Supervisory Responsibilities

• Direct supervision of the IT Support Staff under the direction of the IT Manager and/or MIS Director.

Physical Demands

• Required to walk, sit and stand for periods of time.
• Ability to push, lift and carry up to 50 lbs.
• Ability to bend, stoop, kneel and move intermittently throughout the day.

Work Environment

• Indoor/Outdoor; exposure to external environmental conditions possible.
• Exposure to smoke and second hand smoke.
• Noise level can be minimal to intense.

Education and/or Experience

• High School Diploma
• Associates degree in in Information Technology or equivalent (or combination of education and experience) preferred.
• Basic understanding of WAN/LAN network architecture and client/server technology.
• 2 years verified progressive IT employment with preference in the gaming industry.
• Must possess a valid drivers license.
• Must be able to pass a background check and obtain a key gaming license.

Absentee Shawnee Tribal Members and Indian Preference in filling this vacancy is given to qualified candidates, in accordance with Title 25, US Code Section 472 and 473. Absentee Shawnee Tribe of Oklahoma is an Equal Opportunity Employer.

The Absentee Shawnee Tribe of Oklahoma is a Drug-Free Workplace and an At Will Employer.

Benefits for full time team members:

• Employer paid Medical with Blue Cross and Blue Shield
• Employer paid Dental with Delta Dental of Oklahoma
• Employer paid Vision with VSP
• Paid Time Off
• Employer paid Life Insurance
• 401(k) Retirement Plan with Employer Matching