IT Help Desk Technician

Under the direction of the IT Helpdesk Supervisor, this onsite role delivers frontline IT support and maintenance for desktop systems, enterprise applications, audio-visual equipment, and telecommunications devices, while assisting systems administrators and supporting end users with installations, guidance, and documentation.

Position Overview

The IT Help Desk Technician provides preventive and corrective maintenance, coordinates hardware and software moves and installs, supports enterprise application administration, and supports daily end-user needs through training and technical documentation in line with department standards.

Key Responsibilities

• Provide frontline preventive and corrective maintenance for desktop systems, enterprise applications, audio-visual equipment, and telecommunications devices.
• Assist Systems Administrators with administration and support of enterprise applications.
• Move and install computer hardware, software, audio-visual equipment, telecommunications devices, and peripheral components.
• Deliver technical training to end users on computer and application use and related procedures.
• Prepare, maintain, and update technical records and documentation according to department standards.
• Perform other duties as assigned.

Required Qualifications

• Preference given to qualified Santa Ana Tribal Members.
• Associate’s degree in information technology or a related field, or an equivalent mix of training, certification, education, and experience.
• Two (2) years of helpdesk experience or experience in an enterprise environment is preferred.
• Prior experience in a casino IT environment is preferred.
• A smartphone capable of running company applications and communication systems is required.
• If the company does not provide a smartphone, a candidate or employee may be provided a smartphone of the company’s choice through a payroll deduction program.
• All employees must proficiently use smartphones for company applications, email, and text.
• Must obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Core Values and Expectations

• Treat co-workers with dignity and respect regardless of position.
• Demonstrate dependability by calling in only when necessary, arriving on time, being prepared to start the shift, and performing duties as described.
• Maintain honesty, admit mistakes, learn from mistakes, and move forward.
• Accept constructive criticism and guidance from supervisors.
• Maintain professionalism with politeness and courtesy to co-workers and guests.
• When information, systems, policies, or procedures are unclear, seek answers from a supervisor.

Essential Mental Functions

• Maintain a strict level of confidentiality regarding company information.
• Strong organizational skills.
• Proven ability to provide outstanding customer service.
• Excellent problem-solving abilities.
• Detail-oriented and organized with the ability to multitask.
• Ability to work in a fast-paced environment.
• Ability to handle stressful situations professionally.
• Team-oriented mindset.
• Strong verbal and written communication skills.
• Ability to handle conflict situations.

Essential Physical Functions

• Frequently required to stand, walk, turn, use hands and fingers to handle, grasp, and feel, reach with hands and arms, talk, and hear.
• Lift and transport moderately heavy objects, such as computers and peripherals.
• Sit or stand for extended periods of time.
• Ability to work various hours including weekends and holidays.
• Maintain a well-groomed, professional appearance.
• Ability to lift up to 25 pounds.
• Work at a fast pace and handle stress effectively.
• Ability to maneuver around the office and facility to collect and distribute required documents.
• Physical capability to safely perform essential job functions.

Tools and Equipment

• Smartphones, computers, timeclocks, and other equipment assigned to the position.
• A smartphone capable of running company applications and communication systems is required.
• If a smartphone is not provided by the company, a candidate or employee may receive a company smartphone through a payroll deduction program.
• All employees must use a smartphone for company applications, email, and text.

Work Location and Environment

Santa Ana Pueblo, NM (onsite). Duties are performed indoors in a climate-controlled, non-smoking environment.

Technologies

• Smartphones
• Computers
• Timeclocks
• Company applications
• Email
• Text