Job Description
Summary of Functions This position is the first responder role for the IT Department throughout NQRC. You become aware of issues involving IT systems and equipment first. Desktop Support Technicians install, configure and resolve software and hardware issues for end users by performing the following duties: Essential Duties and Responsibilities Installs personal computers, software, peripherals and other related equipment. Answers, evaluates, logs and prioritizes incoming telephone, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Handles problem recognition, research, isolation, resolution and follow-up for user problems. Ensures Help Desk phone is always staffed. Maintains and accomplishes an established Preventative Maintenance (PM) schedule for computer assets. Responds to requests for support from the guests in the hotel. This normally requires a visit to the guest’s room to resolve WiFi questions or other issues involving room technologies. Configures standard PC loads and creates/maintains hard drive images. Trains users on software and hardware as required. Inventories and maintains an adequate supply of printer/copier supplies to include toner and ink cartridges. Supports networks, gaming servers, user accounts, wiring, phones and mobile devices as needed. Performs daily morning routine as needed. Ensures compliance with the Kalispel Tribe of Indians-State of Washington Gaming Compact, Internal Controls, NIGC Regulations and KTEA Policies and Procedures. Ensures the security of the networks, servers and data. Ensures control and protection of company assets. Acts in accordance with policies and procedures and exhibits the guiding values of the IT Department. Provides excellent customer service to both internal and external customers. Logs and tracks calls and issues using the ticket management database, and maintains history records and related problem documentation. Calls software and hardware vendors to request service regarding defective products. As an integral member of the IT team, works with team on projects and tasks. Suggests improvements to business processes and procedures to improve efficiency. Assists with creation of user training manuals and procedures. Stays informed of changes in network system software and hardware. Makes recommendations for future software and hardware purchases pertaining to the business unit applications. Complies with all applicable safety regulations as defined by OSHA and KTEA standards. Adhere to all applicable tribal, federal, or state privacy laws and regulations, including but not limited HIPPA and 42 CFR Part 2. Responsible for maintaining a consistent, regular good attendance record. Works any hours or shifts as deemed necessary. Other duties as directed. Supervisory Responsibilities This job has no supervisory responsibilities Education Minimum A.A. degree from two-year College or technical school or equivalent experience. Skills & Abilities Ability to read and interpret English language documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to similarly write routine reports and correspondence. Ability to speak effectively before groups or customers or team members of organization. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several different variables in non-standardized situations. Ability to work with mathematical concepts such as probability, fractions, percentages, and ratios and come to practical solutions. Familiar with networking in an active domain environment. Work nights, weekends, on-call and holidays as required. Experience MCDST/MCITP: Enterprise Desktop Support Technician certification required. Other Requirements Must be 18 years of age. Obtain and maintain [License or Work Permit Level]. Flexible availability, including nights, weekends, and holidays as required. Physical Demands The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to