Position Summary:

The IT Support Technician is responsible for providing expert level IT support to company end users. The technician must employ a high degree of initiative, independent judgement, customer service, and technical expertise. The position requires a high degree of ethics, flexibility and adaptability, uses critical thinking and various techniques for resolving problems. Develops support methods and participates in team projects that enhance the speed and quality of support. The IT Support Technician effectively collaborates with all areas of IT. Perform responsibilities in accordance with all company standards, policies, and procedures. Reports to IT Technical Manager.

Essential Functions:

• Responsible for practicing, supporting, and promoting North Fork Mono Casino's culture and always demonstrating exemplary Service Standards.
• Leads by example and provides guidance to Property Technician team.
• Primary IT point of contact for all end users at the property.
• Provides clear and concise communication on incident status to IT Leadership.
• Responsible for being vigilant of system problems that occur in IT network, identifying and solving problems as rapidly as possible.
• Provides critical and essential communication to end users on status.
• Member of the 24/7 Helpdesk team.
• Executes all job-related activities with a high level of professionalism, approachability and urgency to deliver desired performance and results.
• Regularly review tickets and request queues for required engagement.
• Responsible for troubleshooting and resolving a wide range of technology issues. Maintain an ownership mindset and follow through to ensure issues are fully resolved.
• Documents solutions as they are discovered.
• Other job-related duties as assigned.

Required Skills/Abilities:

• Technology aptitude and capabilities.
• Understanding of relevant hardware, software and systems. Microsoft applications and OS, iOS devices, Network protocols, CMS (Casino Management System), and POS (Point of Sale) systems. Experience with ITIL (Information Technology Infrastructure Library) and ticketing systems like Service Now a plus.
• Proven communication and customer service skills.
• Ability to actively listen and comprehend needs, identify root cause, and effectively communicate both technical and non-technical information with Guests, Team Members and Leadership, both written and verbal.
• Organizational skills, time management and impeccable attention to and execution of details to properly prioritize daily workload and plan tasks for completion by due dates.
• Proven history of self-direction, dependability, motivation, focus, and driven to achieve results.
• Ability to work under pressure.
• Ability to troubleshoot and service IT peripherals such as printers, scanners, etc.
• Holds customer support paramount.

Minimum Qualifications:

• High School Diploma or GED required.
• Minimum of two (2) years technical support experience, in Helpdesk, Desktop Support, or equivalent positions required.
• Gaming/casino industry experience a plus.
• Technical Certifications such as A+, Network+, or Microsoft certifications preferred.
• Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission.
• Must be at least 21 years of age.

• All work will be performed on site in Madera, CA.
• Manual dexterity to operate job related equipment.
• Ability to push, pull, lift, transport and maneuver items weighing up to 50 lbs. with or without assistance.
• Ability to sit, stand or walk for the duration of the shift.
• Ability to climb and use a stepladder when necessary to perform functions of the job.
• Ability to climb ladders and stairs.
• Ability to crawl in attic areas.

Work Conditions:

Team Members will be in constant contact with fellow Team Members and Guests. Work may be performed alone or with others in an area sensitive to public access. Work includes the maintenance and care of the assigned work area. Work is typically in an area which may be unusually hot, cold, noisy, and may contain secondhand smoke. Work may entail trained chemical usage. Work is in a high volume, fast paced environment with frequent interruptions. Work may be scheduled at various hours, including working overtime, and during evenings, overnight, weekends, and holidays. Work may include irregular hours, workload and priority changes

Important Notices:

• When selecting candidates for employment, qualified Native American applicants will be given preference over non-Native American applicants, provided they meet the minimum qualifications for the position.
• This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to Duties and responsibilities can be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.