Tier II IT Helpdesk Technician

Sandia Resort & Casino

Albuquerque (NM)

On-site

USD 46,000 - 62,000

Full time

14 days+

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Job summary

Sandia Resort & Casino is seeking a Tribal Government Helpdesk Technician II to provide second-tier IT support for end-users, resolving software and hardware issues with clear, user-friendly communication.

Responsibilities include Active Directory management, ticketing, on-call support, and coordinating repairs with vendors. The role emphasizes integrity, collaboration, and timely problem resolution within Pueblo Sandia IT operations.

Qualifications

High School Diploma, GED or equivalent required.
Associate degree in IT/ CIS or related field.
Three years of desktop support in a Windows environment.
Two years of network support experience.
Combination of education/experience totaling seven years may substitute for the required education/experience.
Preferred: A+, Network+, or Security+ certification.

Responsibilities

Identify, diagnose, and resolve level-two end-user issues for software, hardware, and peripherals.
Troubleshoot and resolve hardware/software problems; provide user-friendly solutions.
Maintain and support end-user accounts including rights and group policies in Active Directory.
Process and transmit verification reports to appropriate personnel.
Document and track all work orders via IT ticketing software.
Provide high-level IT support and escalate complex issues to senior staff.
Offer training and assistance to end-users as needed.
Coordinate timely repair of PC equipment under vendor maintenance.
Perform hardware repair for equipment not covered by vendor maintenance.
Deliver, set up, and configure new and used end-user computers and peripherals.
Complete daily shift reports and maintain an active issues log for the next shift.