IT Technician

JOB DESCRIPTION Position Title: IT Technician Department: IT Employment Classification: Exempt Position Summary/General Description: The Information Technology (I.T.) Technician reports directly to the I.T. Manager. Incumbent monitors system, network, and security performance for any irregularities, repairs technical problems and escalates issues as needed. Assists with I.T. projects and supports the I.T. staff to assure continuity of service. Develops Knowledge Base documentation, makes recommendations for improvement, and addresses inadequacies in technical processes or environment. The I.T. Technician assists with Help Desk duties and responsibilities as needed. Essential Duties & Responsibilities: End user support Customer friendly Create detailed trouble tickets using ticket tracking system Required to take on tickets above Help Desk responsibilities Find solutions to technically complex issues reported by end users, detected by monitoring, or escalated by the I.T. Help Desk staff Provide on-site support for end user problems, and escalate issues further to administrative staff as needed Provide end user training and support as necessary Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events. Assisting IT staff members Communicate accurate information to the I.T. staff on escalated problems Assist the Help Desk staff on reported escalated problems Participate in I.T. projects and assignments Review and respond to ticket tracking system (log), undertake priority tickets and troubleshoots end-user issues with systems, physical and virtual desktops, printers, and other technologies Assist with Help Desk Technician duties as needed, and serve as the first level of escalation for any issues the I.T. Help Desk cannot resolve without further education and training Maintain a cooperative and team-oriented attitude (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit) Resolving Problems and Technical Skill Improvement Resolve technical problems with moderate technical complexity Troubleshoot system/network/security issues and errors Initiate performance tuning functions for all software/hardware systems, as directed by I.T. Management Be proactive in training and take initiative to gather and review I.T. training materials Cooperate with technical support companies to resolve problems Continue with education and technical training to acquire certifications/degrees relevant to current and future systems employed by LD Additional Responsibilities Documentation and Quality Improvement Review existing Knowledge Base documents and update as required Create Knowledge Base documents for learned technical solutions Create Knowledge Base documents for previously undocumented processes and procedures Review current processes and communicate recommended changes to supervisor At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., clients and vendors). Work odd and unusual hours, including weekends and holidays. Other duties as assigned or as directed. Required Skills Ability to analyze potential problems and select proper course of action. Ability to install, configure and troubleshoot complex I.T. systems Must possess strong verbal, writing, and typing skills Ability to quickly grasp new concepts Ability to apply logic and reasoning to quickly determine effective approaches to challenging problems See specific technical requirements below Education & Experience Requirements: High school diploma or GED Certification Three or more years of related experience and/or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities An associate's degree in computer networking or related field is preferred See additional technical experience and proficiency requirements below Licensing & Certification Requirements: Network or A certifications are desired. Any additional I.T. certifications are a plus. Computer Equipment, Software, and Machinery Requirements: Moderate expertise with Microsoft desktop OS is required. Experience in the following is a plus: Microsoft environment, Virtualization system (e.g., Vmware, Citrix), Cisco environment, Linux environment is a plus, audio/video systems, and point of sale systems. Essential Physical Requirements: The job requires the ability to hear, sit, stand, talk, walk, see, and repetitively use hands 51-100% of the time. The job requires the ability to bend over, crouch/stoop, drive, kneel, reach overheard and turn/twist 25-50% of the time. The job requires the ability to carry and lift 1-25 lbs. 51-100% of the time. The job requires the ability to push/pull, carry, lift, slide and transfer 1-50lbs. 25-50% of the time. Work Environment (inside/outside): The duties are performed primarily indoor with occasional exposure to hot and cold temperatures, loud noises and confined spaces. Other Requirements: Obtain and maintain a gaming license through the Pueblo of Laguna's Gaming Control Board and must provide/maintain a valid New Mexico drivers' license. Must pass a pre-employment alcohol/drug screening