The Lead Support Desk Technician is responsible for supporting the organization’s computing operations and procedures. As part of a team, The Lead Support Desk Technician performs troubleshooting, maintenance, repair, and installation activities on the local area network, computing software, and hardware.

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 requests from vendors and end users via both telephone and email in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Installs hardware and peripheral components such as monitors, keyboards, printers, memory, and disk drives on computers.
• Provides orientation for new users for use of the network, equipment, software, and manuals.
• Diagnoses and replaces system hardware software and operator problems.
• Receives and inspects personal computer equipment, related hardware and software, and prepares for placement.
• Assists in asset management as stated in the Information Technology Asset Management Policy.
• May assist other Information Technology personnel on special tasks and projects as assigned, helping to ensure Service Level Agreements are met.
• Ensures compliance with Tribal, State, Federal, and NIGC regulations.
• Ensures control/protection of company assets.
• Provides guidance to Support Desk Technicians on projects and problem resolution as needed.
• Provides training and guidance on specific areas of knowledge, and mentors  Support Desk Technicians.
• Acts as the point of contact for escalated calls when no Systems Analyst is on duty.
• Creates and Maintains KB articles and other documents on areas of knowledge.
• Ensures work orders are processed and completed in agreement with our Service Level Agreements.
• Trains, develops, empowers, coaches, resolves problems, and provides open communication vehicles as appropriate.
• 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 or bachelor’s degree in information technology or equivalent work experience.
• Three years’ experience in computer repair or related field.
• Advanced proficiency in computers, including Microsoft Office, database applications, email, and internet.
• Advanced proficiency with mobile devices including Android and IOS.
• Must hold a current valid driver license.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies
• Quality Orientation: Setting high standards regarding his/her work and working environment and acting; accordingly, developing quality standards, continuously evaluating performance, products, and procedures; actively seeking ways to improve quality.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Data Gathering and Analytics: Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.
• 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.