Full-Time
Under the supervision of the Supervisor, IT Operations, the Field Support Analyst II is responsible for assisting with all end user requests including hardware and software support and installations, moves/adds/changes, and problem resolution. This position focuses on customer service and communications as it is a significant attribute of the role.
1. Supports a 24/7 enterprise which is comprised of a wide array of hardware and software.
2. Participates in the leadership activities of end user services in the areas of process improvement, training, and task delegation.
3. Acts as an escalation point for the Field Support Analyst I support teams and troubleshoots more complex issues.
4. Leads and participates in IT projects under the direction of operational leads and Information Technology (IT) leadership.
5. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
6. Provides advanced trouble shooting on critical issues to maintain system availability within expected performance metrics.
7. Serves as Subject Matter Expert (SME) for enterprise hardware and software, as directed.
8. Participates and trains new team members in the monitoring of server/network equipment, responds to user calls and service tickets, troubleshoots, and escalates issues pertaining to production systems.
9. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
10. Performs other duties as assigned to support the efficient operation of the department.
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!
The San Manuel Band of Mission Indians is a federally-recognized Indian tribe located on the San Manuel Indian Reservation near Highland, California. San Manuel exercises its inherent sovereign right of self-governance and provides essential services for its citizens by building infrastructure, maintaining civil services, and promoting social, economic, and cultural development.
The Serrano people of San Manuel have called this area home since time immemorial and are committed to remaining a productive partner in the San Bernardino region. The Reservation, once only 640 acres, is now over 1,100 acres in size.
The call of Yawa’ – to act upon one’s beliefs – inspires the Tribe to give back to the areas they call home and support organizations working to create a better tomorrow in the Inland Empire and Indian Country.
Our support is directed to organizations providing services in San Bernardino and Riverside counties, including:
The Tribe also operates Yaamava' Resort & Casino at San Manuel (formerly known as San Manuel Casino®), the Palms Casino Resort, as well as other enterprises.
We value our employees and offer a comprehensive Benefits Program
Our team members enjoy a competitive base salary, an annual discretionary performance bonus, and an annual merit increase as part of our total rewards package. Additionally, San Manuel supports team members' financial health through 401(k) retirement savings plans that offer a 2% core discretionary contribution and matching, and a host of other services - from discounts to tuition assistance.