Provides 2^nd level support for service requests reported to the Service Desk. Responsibilities include assessment, triage, research, and resolution of service requests regarding the use of application software products and/or infrastructure components. Support includes installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve problems. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

• None 

MINIMUM QUALIFICATIONS:

• Must be 21 years of age.
• Must have the ability to work with limited supervision or assistance.
• Must have strong customer service & communications skills and attention to details.
• Experience with in-person, and/or remote, Desktop Support or related computer support experience.
• Experience with PC/Laptop hardware setup, including system imaging, hardware and peripheral deployment and user profile management.
• Experience troubleshooting PC hardware/peripherals, software, and network connections.
• Experience working with Active Directory as it relates to PCs, user & group account management
• Preferred to have the Microsoft Certified Desktop Technician, or other appropriate certification(s) for Desktop Support.
• Preferred to have experience installing Cat5/6 data cabling in ceiling areas and walls, installing data port jacks and creating/connecting patch cables to network switches.
• Preferred to have experience working with corporate-managed cell phones and tablets.
• Preferred to have experience writing process documentation for IT staff.
• Preferred to have Casino environment experience.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

JOB DUTIES:

• Provide on-site and remote technical support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
• Responsible for the troubleshooting and remediation of more complex IT issues than the Service Desk support staff generally resolves. In addition to troubleshooting, you will need to be able to provide guidance / leadership / backup to Service Desk Support Techs.
• Answering incoming calls to the IT Service Desk as needed when Service Desk staff is unavailable.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
• Review, monitor and work service request tickets within established service standards and guidelines to ensure the timely resolution of issues.
• Maintain, analyze, troubleshoot, and repair computer systems, POS systems, Cameras, peripheral equipment, software and mobile devices within established service standards and guidelines.
• Provide emergency after-hour support as needed. After-hour support will be handled via a rotating one weeklong on-call schedule.  The on-call tech will be responsible to responding to customers within established standards.
• Assist with the accurate maintenance of IT equipment asset tracking and inventory levels as it relates to PCs, Monitors, Printers, POS terminals, Software, Mobile devices and other Peripherals.
• Offer basic assistance with setup and use of audio-visual equipment for conference and training rooms.
• Create and maintain quality documentation for applicable hardware and software systems as required.
• Maintain professional and technical knowledge by conducting research, attending seminars, educational workshops, classes, and conferences; reviewing professional publications; establishing networks; participating in professional societies; conferring with representatives of contracting agencies and related organizations.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer interactions with a completely professional attitude.
• Install security management software and ensure that the systems are up to date.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Performs other duties as required.

GUEST SERVICE:

• Provide excellent internal and external guest services, treating all guests with courtesy and consideration at all times.
• Cooperate and communicate with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
• Monitor production and service levels by interacting with guest and staff.

COMMUNICATION:

• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, request for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
• Stays informed of company information and communications by reviewing all e-mails, digital boards and SharePoint.

REGULATORY COMPLIANCE:

• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies, and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient with the support of Microsoft Windows & Microsoft Office suite.
• Knowledge of user & computer account management in Microsoft Active Directory.
• Familiarity with network topology, TCP/IP, switches and router purposes.
• Familiarity with wireless connectivity and security, including laptops and mobile devices.
• Knowledge of hardware and software installation, testing, and operation.
• Knowledge of computer science and the methods, techniques, practices, and procedures utilized in computer end-user support.
• Skill in presenting and explaining technical information to others.
• Skill in reviewing and interpreting technical documents, manual, journals, and instructions.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in operating various word-processing, spreadsheet, and database software programs, and in utilizing the Internet and Internet-based applications.
• Skill in system troubleshooting and problem-solving.
• Ability to communicate effectively both verbally and in writing.
• Ability to isolate system problems quickly and take proper corrective action.
• Ability to comprehend new technology with ease.
• Ability to establish priorities, and to coordinate and organize work activities.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds, employees, and officials.
• Ability to maintain confidentiality.
• Ability to travel.

PHYSICAL DEMANDS:

• Required to sit for up to 8 hours per day.
• Ability to stand, walk, stoop, kneel or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to distinguish colors, good eyesight and capacity to read very small print.
• Ability to lift, push, or pull upwards of 25 pounds.

WORK ENVIRONMENT:

• Work is typically performed within an office and Casino setting.
• Exposure to second-hand smoke and a high noise level.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required.