Photo of San Manuel Band of Mission Indians, Highland, CA

IT Field Support Analyst II

San Manuel Band of Mission Indians

26569 Community Center Drive
Highland, CA 92346


Tiempo Completo

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.

Essential Duties & Responsibilities

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.


  • Associate degree in Computer Science or related field is required.
  • Minimum of four (4) 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]. 
  • Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience 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. 
  • Ability to work any assigned shift (day/swing/graveyard).


  • 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!

Publicado 10 De Junio De 2024

San Manuel Band of Mission Indians

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:

  •         501(c)(3) nonprofit organizations
  •         Public schools
  •         Private schools
  •         Charter schools, and 
  •         Local government agencies

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.

Apply today to join our team!