IT Field Support Analyst II

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.

Education/Experience/Qualifications

• 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).

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!