Field Support Analyst I

Under the supervision of the Supervisor, IT Operations, the Field Support Analyst I is responsible for 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 & 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 Information Technology (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/Qualifications

• Associate degree in Computer Science or related field is required.
• Minimum of two (2) years of relevant IT work experience is required. 
• Minimum of two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers]. 
• Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirements indicated above.
• 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.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.
• Certification in CompTIA A+ is preferred.

San Manuel Band of Mission Indians will make reasonable accommodations in compliance with 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!