IT HELP DESK TECHNICIAN

Job Description

Job Description

Job Summary :

Under supervision of the IT Helpdesk Supervisor provides frontline preventive and corrective maintenance to desktop systems, enterprise applications, audio-visual equipment, and telecommunications devices.

Job Description

Core Values & Expectations :

• Treat all other co-workers with dignity and respect regardless of position.
• Demonstrate dependability by calling in only when necessary, showing up on time, being prepared to start your shift, and doing your job as described below.
• Always be honest. Admit mistakes, learn from mistakes, and move forward.
• Demonstrate an ability to accept constructive criticism and guidance from supervisors.
• Be professional by showing politeness and courtesy to co-workers and guests under all circumstances.
• When you don’t know information, how something works, unsure of policy or procedures, or are unclear; seek answers from your supervisor.

Responsibilities :

• Provides frontline preventive and corrective maintenance of desktop systems, enterprise applications, audio-visual equipment, and telecommunications devices.
• Assists Systems Administrators in administration and support of enterprise applications.
• Moves and installs computer hardware, software, audio-visual equipment, telecommunications devices, and peripheral components.
• Provides technical training for end users regarding computer and application use and procedures.
• Prepares and maintains technical records and documentation in conformance to department standards.
• Performs other duties as assigned.
• Other duties as assigned.

Minimum Requirements :

• Preference is given to qualified Santa Ana Tribal Members.
• Associate’s degree in information technology or a related field or an equivalent mix of training, certification, education, and experience required.
• Two (2) years of helpdesk or experience in an enterprise environment is preferred.
• Prior experience in a casino IT environment preferred.
• A smartphone capable of running company applications and communication systems is required. If the company does not provide a smartphone, a candidate or employee may be provided with a smartphone of the company’s choice through a payroll deduction program.
• All employees must proficiently use smartphones for company applications, email, and text.
• Must obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions :

The essential mental functions described here represent those that must be met by a team member to perform the essential functions of this position successfully.

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

• Maintains a strict level of confidentiality regarding company information.
• Strong organizational skills.
• Proven ability to provide outstanding customer service.
• Must have excellent problem-solving abilities.
• Must be a detail-oriented, organized individual with the ability to multitask.
• Must be able to work in a fast-paced environment.
• Must be able to deal with stressful situations in a professional manner.
• Must be a Team Player.
• Display strong verbal and written communication skills.
• Proven ability to handle conflict situations.

Essential Physical Functions :

The essential physical functions described here represent those that must be met by a team member to perform the essential functions of this position successfully.

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

• While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle, grasp, and feel, reach with hands and arms, talk, and hear.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.
• Sitting or standing for extended periods of time.
• Must be able to work various hours including weekends and holidays.
• Must present self in a well-groomed, professional appearance.
• The employee must be able to lift to 25 pounds.
• Must be able to work at a fast pace.
• Must be able to handle stress effectively.
• Must be able to maneuver around the office and the facility as needed to collect and distribute all necessary documents.
• Physical ability to safely perform the essential job functions of the position.

Equipment Used

• Smartphones, computers, timeclocks, and all other equipment assigned to the position.
• A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
• All employees are required to proficiently use a smartphone for company applications, email, and text.

Work Environment :

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Employee’s duties are performed indoors in a climate-controlled non-smoking environment.