Govt. IT - IT Technician (After Hours) - Sault Tribe

POSITION SUMMARY:

The IT Technician (After Hours), under the direction of the Customer Service Manager, is responsible for supporting all the technology touchpoints across tribal government, health, gaming and enterprises that employees and customers use to connect or interface with the Tribe’s technology systems.  With all (or most) of the work hours scheduled outside of normal business hours or weekends, the IT Technician (After Hours) will often be working on their own and acting as the first line of support and service for any of the entire Tribe’s technology needs or critical support.  This support can include laptops, tablets, point-of-sale, phones, printers, IOT devices and a broad range of peripheral devices that connect and communicate across the organization’s entire Wide Area Network (WAN).  This position is tasked with multiple unique after-hours duties such as back-up administration and monitoring, standard report creation, continuous helpdesk coverage and has a primary goal of preventing as many service and support requests as possible from requiring additional IT resources in an on-call manner.  This includes support for all desktop applications, device apps, desktop, tablet and device operating systems, and all endpoint security support and configuration.

ESSENTIAL FUNCTIONS: (includes, but is not limited to, the following)

• Daily support of all employee’s technology devices including connectivity, performance, repair, security and version patching, upgrades, moves, installation and removal.
• Troubleshoots and resolves complex hardware and software issues of mission-critical hardware and software applications (on site or remotely if possible).
• Analyze and repair connectivity issues with all devices.
• Troubleshoot basic cabling, patch cabling and wireless issues.
• Support of A/V equipment including sound, microphones, projectors and webcams.
• Administration and reporting on all daily, weekly and monthly after-hours duties such as data backups, assigned project work, after-hours support.
• Uses tools to continually monitor the status of the Sault Tribe network, WAN links, internet access, file and data servers, Wi-Fi, and all critical enterprise applications during after-hours support.
• Assists with the creation and maintenance of technical documentation, including inventories of hardware and software.
• Documents work performed, time worked and resolution of daily work orders using the IT Help Desk system.

 ADDITIONAL RESPONSIBILITIES: (includes, but is not limited to, the following)

• Works closely with all other IT staff, any on-call IT team members, IT managers and especially casino and other 24x7x365 IT support teams to communicate and share important support and issue information.
• All other job-related duties as assigned.

CONTACTS:

Immediate peers, peers in other departments, immediate supervisor/manager, managers in other departments, executives, customers and outside vendors/service providers.

PHYSICAL REQUIREMENTS:

Position with medium lifting 50 pounds maximum and frequent lifting/carrying up to 25 pounds. Physical factors include constant use of color vision and typing, frequent standing, walking, sitting, carrying/lifting, reaching, use of hearing, driving, travel throughout the Tribe’s service area to service all aspects of computers, peripherals and printers, bending, occasional pushing/pulling, climbing, stooping, kneeling, use of smell, near/mid/far vision and field of vision, Working conditions include constant computer use and phone use, occasional exposure to weather, wet/humidity, noise and air quality. Potential hazards include occasional exposure to electric shock, high places and chemicals.

REQUIREMENTS:

Education: Associate’s degree in Information Systems, Computer Science or related field required or three years of experience in an IT/technical field may be considered in lieu of education.

Experience: Three years of experience in technical support of computers or network in a large business environment required in addition to above stated degree requirement.

Certification/License: Must have a valid driver’s license and be insurable by the Sault Tribe Insurance Department. Must have reliable transportation. Must comply with annual driver’s license review and insurability standards with the Sault Tribe Insurance Department. Must undergo a criminal background investigation done under the rules of the National Indian Gaming Commission. Will be required to complete and pass pre-employment drug testing.

Knowledge, Skills and Abilities:  Knowledge and experience with Microsoft Office and Office365 software required. Logical, organized, and detailed technology hardware and software troubleshooting skills required. Ability to work professionally and efficiently on own.  Must have professional communication and customer service skills and be able to exhibit a friendly, positive attitude, even in stressful issue resolution situations, Ability to establish and maintain effective communication with co-workers, supervisors, and guests. Position requires strong communication skills and the daily ability to communicate clearly in person, in writing, by telephone, and email. Must maintain a positive and calm demeaner in emergency support situations.  Must have the ability to follow oral and written directions. Must have the ability to work and complete tasks with little supervision. Native American preferred.

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