Description SCOPE OF POSITION:The Jr. Information Technology (IT) Technician will answer technical phone lines, log and track requests received from end users, perform initial diagnosis of issues to determine if escalation is necessary, and will perform intermediate remote and desk-side hardware and software support for end users of PC-based systems.ESSENTIAL DUTIES AND RESPONSIBILITIES:The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.
- Responsible for providing technical assistance by receiving, prioritizing, documenting, and actively resolve end-user help requests and escalates incidents when considered appropriate and necessary to maintain service level expectations.
- Maintains communication within IT ticketing system
- Provides end-user support in a timely, effective, and courteous manner and escalate as required.
- Maintains, troubleshoots, and supports telephones, mobile devices, voice mail/ email, and POS systems.
- Assists with the creation and maintaining of SOP's, knowledgebase contributions, and reference guides to support our user-base and internal Service Management tools.
- Informs IT management of problem trends and provides detailed status reports.
- Installs hardware, software, operating systems and business applications including: setting up PC's from image, troubleshooting software and environment concerns, setting up and moving mobile workstations for events, and perform hardware/ software maintenance.
- Understands the goals and vision of the organization and demonstrates commitment to those goals in terms of individual and team performance.
- Maintains the highest level of confidentiality.
- Other duties as needed or assigned, occasional after-hours maintenance and support required
Minimum Requirements MINIMUM REQUIRED QUALIFICATIONSAn applicant's education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate's education, training and competencies through the interview process, testing and methods.The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:
- I can perform the essential functions of this job without accommodations
- I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*
Proficiency in both written and verbal English communication is required.Must possess effective communication skills, intermediate experience supporting PC's, peripherals, software, and hardware with intermediate troubleshooting and analytical skills. Must be able to work independently as well as in a team environment. Must be at least 18 years of age.GENERAL OR PREFERRED QUALIFICATIONSBackground in Computer Science, Information Technology, or other technical discipline with experience in office infrastructure and office technologies. 1 year of help desk experience with working knowledge of Windows environments and ability to troubleshoot common networking issues. Network+ or A+ certification preferred.LANGUAGE SKILLSAbility to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.MATHEMATICAL SKILLSAbility to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.REASONING ABILITYAbility to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.PHYSICAL & ENVIRONMENTAL DEMANDS:The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.INDIAN PREFERENCEIndian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines Native American as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.Category: IT & AV