Field Support Analyst I

sanmanuel; Highland (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

San Manuel is seeking a Field Support Analyst I to provide end-user technical support for endpoint devices, including troubleshooting, software installation, and configuration. The role emphasizes strong customer service and technical aptitude, with coverage for day, swing, and graveyard shifts as needed.

Under IT supervision, you will image devices, manage asset tracking, communicate status updates, and assist with process improvements while maintaining security baselines and documentation for

Qualifications

• Technical troubleshooting experience with networks, computers, or telecom issues.
• Strong customer service and ability to communicate with all enterprise levels.
• Willingness to work day, swing, or graveyard shifts.

Responsibilities

• Support a 24/7 enterprise of hardware and software.
• Respond to service tickets, troubleshoot, and escalate issues.
• Image and configure laptops/desktops to security baselines.
• Document troubleshooting steps and update knowledge base.
• Participate in asset tracking, inventory, and vendor coordination.

Skills

Technical troubleshooting

Customer service

Communication

Team awareness

Problem solving

De-escalation

Attention to detail

Multi-shift readiness

Education

High School Diploma or GED

Job description

Under the direction of the Supervisor, Operations - Information Technology (IT), the Field Support Analyst I providing support for all endpoint technology issues including computer troubleshooting and repair, software installation and configuration, and other user facing issues. Technical aptitude and customer service are key traits for the Field Support Analyst I.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
2. Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.
3. Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise.
4. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
5. Configures and images laptops, desktops, and other endpoint devices with standard policies to comply with security baselines.
6. Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
7. Interfaces with 3rd party manufacturers to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
8. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
9. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

High School Diploma or GED is required.

Minimum two (2) years of computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is required.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Customer service and vendor management experience is preferred.
• Experience working in Casino or Gaming industry is preferred.
• Exceptional customer service skills and the ability to communicate effectively with all levels of the enterprise.
• Ability to de-escalate tense situations to problem-solve effectively.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed individual with keen attention to detail and 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.
• Must present a professional approach within each opportunity.
• Ability to work any assigned shift (day/swing/graveyard).
• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Certification in CompTIA A+ is preferred.
• As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
• Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled office setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing suffici