Tier 1 Tech Support (On Site) in Espanola, New Mexico at Santa Clara Development Corporation

SUMMARY:

Responsible for contributing to the successful prioritization and completion of daily Information Technology functions and support. Ensure optimum service quality for existing environments; continued innovation, evaluation, and adoption of new technology solutions; guarantee satisfaction in accordance with the department’s and Company’s high standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Assist in prioritizing and verifying completion of all Information Technology support and managed services tickets; ensuring the Information Technology department provides immediate support and prompt resolution to issues.
• Assist in developing and maintaining support procedures.
• Assist in developing and maintaining technical documentation for all production systems and active projects within the enterprise.
• Perform daily preventive monitoring; verifying the integrity and availability of systems & applications, databases, systems, and/or key processes; reviewing system and application logs when necessary.
• Contribute in the installation, deployment, maintenance, and/or rebuilding of existing workstation environments. Configure hardware and peripherals, services, settings, profiles, storage, security access, etc. in accordance with department policies and procedures.
• Maintain patches and security updates on a regular basis and upgrade systems, applications, tools, and utilities to ensure the department follows established compliance and standards guidelines.
• Required to be a part of the on-call schedule to support, troubleshoot and resolve high priority issues.
• Keep all areas clean and sanitized as directed.

• Responsible for maintaining a consistent, regular attendance record.
• Help keep areas clean and sanitized as directed
• Perform other duties as assigned.

• Monitors support ticketing system for all ticket status’, which includes, updating notes, communicating with requesters, aiding other IT team members, and completing all assigned tickets.
• Provides backup support for IT team members, including the handling of all incoming support calls, emails and walk-ins as required to maintain department SLAs.
• 24/7/365 Availability, Rotating Schedules, and Overtime Required as needed to work odd hours to accommodate projects, system maintenance, critical issues, emergencies, etc.
• Participate in the regular on-call after hours IT support schedule.

EDUCATION / EXPERIENCE:

Associate degree in Information Technology, Computer Science, Engineering, Management Information Systems, or equivalent; minimum of one to three (1-3) years related work experience; or an equivalent combination of education and work experience.

Relevant technical certifications: CompTIA A+, Network+, Security+ required at time of or during employment. Microsoft, Cisco, VMware, or other relevant industry certifications a plus.

PHYSICAL DEMANDS / WORK DEMANDS:

The physical demands and work environment described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Employee is frequently required to lift and/or move up to 50 pounds.

The Employee is frequently required to risk danger of electrical shock and/or radiation (from computers, networking components, wireless components).

The noise level in the work environment is usually moderate. When on the casino floor the noise level increases to loud.

Employee will be exposed to second-hand cigarette smoke.

Levels of interaction:

• Face-to-face / in person: High level of interaction with other employees, high with guests and vendors.
• Telephone interaction: High level of interaction with employees, vendors and guests.