The Support Desk Technician installs, maintains, tests, and repairs systems and networks. Utilizes basic technical knowledge to support IT initiatives and provide first-level technical information systems support to the Enterprise.

This role and its function are part of the Information Technology shared services model. A Team Member in a shared service structure works within a dedicated business unit (including people, processes, and technologies) that is structured as a centralized point of service and is focused on defined business functions. These units typically serve multiple business groups enterprise wide, and typically have established Service Level Agreements.

• Fields incoming support requests from end users via telephone, email, chat, and ticketing system in a courteous manner.
• Documents all pertinent information related to incidents, service requests, and problems in the ticketing system.
• Installs hardware and peripheral components such as monitors, keyboard, printers, etc.
• Monitors system functions to verify correct system operation.
• Provides guidance to new end users on how to use equipment and software and provides manuals if necessary.
• Diagnoses and resolves issues related to system hardware and software.
• Notifies the appropriate Information Technology Services Team Member for technical problems beyond level of expertise.
• Receives, inspects, and prepares Enterprise computer equipment, associated hardware, and software for deployment.
• Copies or creates images of software into software storage device.
• Conducts all preventative maintenance.
• Communicates with vendors via both phone and email in a courteous manner.
• Creates and maintains KB articles and other documents on areas of knowledge.
• May assist other Information Technology Services Team Member on special tasks and projects as assigned.
• Upholds a work environment that promotes teamwork, partnership, recognition, mutual respect, and collaboration while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

• High School Diploma or GED Certificate.
• Associate degree in information technology or equivalent work experience.
• One year of IT support desk experience, computer repair, or related field preferred.
• Advanced proficiency in computers including Microsoft Office and database applications, email, internet, Microsoft windows, Mac OSX, and Active Directory.
• Advanced proficiency with mobile devices including Android and iOS.
• Must have a current valid driver’s license.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.
• Innovation Orientation: Committing to create and search for new and innovative approaches to activities that enhance performance.
• Strategic Thinking: Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader.