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

IT Service Desk Analyst (Expression of Interest)

San Manuel Band of Mission Indians

26569 Community Center Drive
Highland, CA 92346

Tribe
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Full-Time

Under the supervision of the IT Service Desk supervisors, the Service Desk Analyst ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues.The Service Desk Analyst I will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.

Essential Duties & Responsibilities

1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service.

2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalate incidents with accurate documentation to suitable technician or technology vertical, and alert management to emerging trends in incidents.

3. Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end user problems. Provides guidance and technical recommendations to customers to resolve system issues.

4. Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution.

5. Researches solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization.

6. Deploys software to end user endpoints to include laptop, desktop, mobile devices.

7. Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.

8. Communicates SLAs to manage end-user expectations and provide suggestions for continual improvement.

9. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

  • Associate’s degree in Computer Science or related field
  • Minimum one (1) year of related IT work experience is preferred
  • General IT Service Desk Experience is preferred.
  • Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
  • Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.
  • Ability to solve technical problems, work well under stress, and follow instructions.
  • Must possess excellent customer service, and written/oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Experience working in Casino or Gaming industry is preferred.
  • Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Must be able to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • 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 is desired.
  • Ability to work 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.

San Manuel Band of Mission Indians and San Manuel Casino 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!

Posted February 22, 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!