IT Technician I

The Information Technology Technician works under the direction of the Manager of Service Delivery and Systems and the Manager of Infrastructure and Cybersecurity to provide technical support to end users, training, consultation, and recommendations about future planning and development of resources., * Answer and respond to all phone calls or e-mail to the IT Helpdesk within the standards set in the IT Department service guidelines.

• Performs preventative maintenance on all desktop computer systems.
• Performs preventative maintenance and administrative work on applications by direction of IT department management.
• Responsible for analysis, resolution, and/or recommendation for resolution of computer hardware and software problems.
• Responsible for new equipment setup or equipment upgrade as required.
• Provide individual or group training on systems as directed by IT department management.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Responsible for data entry required to keep department records up to date.
• Make recommendations about purchase of technology resources.
• Research current and potential resources and services.
• Maintains compliance with IT department and other applicable internal controls, policies and procedures.
• Reports any violations of IT internal controls, policies and procedures, either internal or external of the IT Department, to IT department management.
• Maintains an accurate record of work carried out on helpdesk tickets within the software provided.
• Supports end-user mobile devices, multi-factor authentication, and account provisioning and deprovisioning in the directory and email systems.
• Assists with software updates, patching, and endpoint protection on managed devices.
• Follows IT security best practices and reports suspected security incidents promptly.
• Works any day or shift as required, which may include on-call work.
• Other duties as assigned, including work involving applications and systems within any Blue Lake Rancheria department or tribal enterprise.

Promotes the following within the department and among all Team Members:

• Creates an atmosphere of FUN for all casino guests.
• Encourages mutual respect, dignity and integrity with all Team Members, by setting positive examples at all times.
• Maintains a professional departmental, company and community reputation., * To provide a safe work environment for Team Members, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
• To maintain a professional departmental, company and community reputation.
• To enforce performance standards, policies and procedures as they relate to the department.
• To maintain a consistent, regular attendance record.

The IT Technician understands that the below list of knowledge and skill requirements are the minimum level of knowledge required for this position. The systems lists provided within this section is a list of major programs/systems that the company uses. No prior experience with these systems is required, but it is expected that you would become knowledgably regarding all systems within a reasonable amount of time.

Knowledge:

• Windows OS (Windows 10/11), macOS.
• Microsoft 365 / Office or current generation thereof
• General hardware and software configuration and troubleshooting skills.
• Computer networking.
• Basic cybersecurity awareness, including multi-factor authentication (MFA) and endpoint/antivirus tools.
• Remote support and helpdesk ticketing tools.

Skills:

• Effective written and oral communication skills that fosters problem solving.
• Customer service skills which include taking ownership and responsibility for resolving support problems.
• Good organizational skills.
• The ability to exercise sound judgment and handle emergency situations.
• The ability to handle problem situations displaying maturity and diplomacy.
• Be self-motivated and self-directed by working independently without direct supervision during shifts where they are the first line of support.
• The ability to manage multiple tasks simultaneously and prioritize work.

Systems:

• Aristocrat Oasis 360 player tracking & Slot Accounting System
• Simphony, Square, and other POS
• Opera PMS
• Common web browsers such as Chrome, Edge, and Firefox
• GHSCC
• Eatec, Yellowdog inventory management software
• Microsoft directory and email services, on-premises and could (e.g. Active Directory / Microsoft Entra ID and Exchange / Microsoft 365)

EDUCATION and/or EXPERIENCE

A high school diploma or GED equivalent. Must have direct work experience in the Windows operating system. Must have good general computer skills and have basic knowledge of networking fundamentals. Must be able to type at least 40 wpm.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public., Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

While employed, you must maintain a valid and active Blue Lake Tribal Gaming Commission License.