Systems Tech

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Systems Technician

DEPARTMENT:

Information Technology

REPORTS TO:

IT Service Operations Manager

The Opportunity

The Systems Technician is responsibilities include installing, repairing, testing, maintaining and networking of computers and peripherals; administration of accounts, installation, updating and troubleshooting of software packages on hardware; provide support, training and guidance to our end-users.  This role plays a crucial role in ensuring the smooth operation of IT systems and infrastructure within an organization by providing responsive and effective technical support to end-users and stakeholders.

What You Get to Do

• User Support: Providing first-line technical support to end-users via phone, email, chat, or in-person to resolve IT-related issues and requests promptly and efficiently.
• Incident Management: Logging, categorizing, prioritizing, and tracking incidents reported by end-users using a ticketing system or help desk software, and ensuring timely resolution within agreed-upon service level agreements (SLAs).
• Problem Identification and Diagnosis: Troubleshooting hardware, software, and network issues reported by end-users to identify the root cause of problems and determine appropriate solutions or workarounds.
• Technical Documentation: Documenting solutions, workarounds, and troubleshooting procedures in a knowledge base or help desk repository to facilitate the resolution of similar issues in the future and to assist other support staff.
• Software Installation and Configuration: Assisting end-users with the installation, configuration, and troubleshooting of software applications, operating systems, and productivity tools on desktops, laptops, and mobile devices.
• Hardware Support: Providing basic hardware support, including diagnosing hardware failures, replacing defective components, and coordinating warranty repairs or replacements with vendors as necessary.
• User Account Management: Assisting with user account administration tasks such as password resets, account unlocks, and access provisioning or deprovisioning for various systems and applications.
• Remote Support: Utilizing remote access tools to troubleshoot and resolve technical issues on end-users' devices remotely, minimizing downtime and disruptions to productivity.
• Training and Education: Providing end-users with guidance, training, and self-help resources to empower them to resolve common IT issues independently and to promote best practices for IT usage and security.
• Escalation Management: Escalating unresolved or complex issues to higher-level support teams, system administrators, or specialized technical experts for further investigation and resolution.
• Installs, connects, disconnects, repairs, updates and moves computer equipment throughout the properties.
• Adheres to standards of security, system integrity and confidentiality within the department.
• Routinely inspects all supported equipment on property, identifying potential problems and performing necessary repairs; performs regular preventative maintenance on all supported equipment.
• Ensures a superior level of user service and satisfaction is achieved and maintained by adhering to Service Level Agreement’s (SLA’s) identified by the organization.
• Performs light housekeeping duties in the Information Technology Department, ensuring a clean, neat and orderly work area and a dust-free environment in the computer room and office areas is achieved and maintained.
• Act as liaison with third-party support, Windows/Apple-based and/or peripheral hardware equipment vendor(s).
• Responsible for desk phone deployment and troubleshooting.
• Deploy and set up cell phone and mobile devices.
• Assist Asset manager with on-boarding and off-boarding duties and needed.
• Works with project management department and Engineers on projects when necessary
• 24/7 support expected for critical business systems and application functionality which may include taking calls on nights, weekends and holidays.
• Required to participate in on-call pager rotation.
• May perform other duties as assigned.

Requirements

• Demonstrates a broad knowledge of IT enterprise applications, operations, workflows, and standards.
• Demonstrates understanding of system security including risk management and compliance
• Flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• The ability to work to tight deadlines and provide regular progress updates against agreed milestones.

What We Look for in a Person

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

What We Offer You

• We have a fun, energetic environment that encourages associates to grown and learn
• A team of diverse, adventurous, creative, and open-minded people.
• We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty)
• Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
• We are a career accelerant, which means developing our Associates is one of our main priorities.
• We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
• A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.

Objectives of this role

• Drive awareness of requirements across business units and identify substandard systems processes through evaluation of real-time data
• Understand technical business processes, develop systems prototypes that promote increased efficiency and productivity on multiple levels
• Create and implement precise management plans for smaller to mid-size projects, with attention to transparent communication at all levels
• Perform, evaluate, and communicate thorough quality assurance at every stage of systems deployment
• Determine and develop user requirements for systems in production\Test Labs, to ensure maximum usability 
• Supervisory duties as described below

What Qualifies You (EDUCATION and/or EXPERIENCE:)

• Associate’s degree in information technology or equivalent from two (2) year College or equivalent combination of education and/or experience four (4) years.
• AND Minimum of one (1) years of experience working with and supporting desktop operating systems or applications within a networking environment, preferably in a casino environment. 
• Must be able to secure license from the Mille Lacs Band Gaming Regulatory Authority.
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

Must Haves

• Must possess superior technical and communication skills, as well as proficiency in a variety of network and enterprise application systems currently in use by the company.
• High proficiency in business and technical writing
• Talent, judgment, and imagination to create ideas and words for the creation of materials.
• Knowledge of the mechanics of writing: punctuation, spelling, structure, and organization of writing.
• A small ego and positive attitude, ready to dig in and further elevate an already amazing business to the next level.
• The talent to smile while sweating under a tight deadline or two because tight deadlines are inevitable-it’s also exciting and never the same challenge every day.

CERTIFICATIONS:

• Power Limited Technician (PLT) certified - Preferred
• Preferred to be certified in at least one (1) of the following or an additional two (2) years of experience undertaking IT responsibilities within a technology-centric setting.
  • A+
  • ITIL
  • HDI
  • Microsoft
  • CompTIA Network +
  • CompTIA Security +
  • CompTIA Project +
  • ServiceNow

Work Environment

• Hybrid