Field Support Analyst

Under the direction of the Supervisor, Operations - Information Technology (IT), the Field Support Analyst I providing support for all endpoint technology issues including computer troubleshooting and repair, software installation and configuration, and other user facing issues. Technical aptitude and customer service are key traits for the Field Support Analyst I.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
2. Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.
3. Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise.

4. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
5. Configures and images laptops, desktops, and other endpoint devices with standard policies to comply with security baselines.
6. Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
7. Interfaces with 3rd party manufacturers to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
8. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
9. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED is required.
  
• Minimum two (2) years of computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is required.
  

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
  
• Ability to solve technical problems, work well under stress, and follow instructions.
  
• Customer service and vendor management experience is preferred.
  
• Experience working in Casino or Gaming industry is preferred.
  
• Exceptional customer service skills and the ability to communicate effectively with all levels of the enterprise.
  
• Ability to de-escalate tense situations to problem-solve effectively.
  
• Ability to conduct research into a wide range of computing issues as required.
  
• Ability to absorb and retain information quickly.
  
• Ability to present ideas in user-friendly language.
  
• Highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
  
• Experience working in a team-oriented, collaborative environment.
  
• Must present a professional approach within each opportunity.
  
• Ability to work any assigned shift (day/swing/graveyard).
  
• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.
  

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
  
• Certification in CompTIA A+ is preferred.
  
• As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
  
• No Driving Responsibilities: Role does not require a driver's license or insurance.
  

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
  
• Work requires travel to attend meetings, trade shows, and conferences.
  
• Incumbents may be required to work evening, weekend and holiday shifts.
  
• Must be able to work in a fast-paced, high-demand environment.
  
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
  
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
  
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
  
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
  
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
  
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
  
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
  
• The employee may be exposed to fumes or airborne particles including secondhand smoke.
  

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!