Lead Support Desk Tech
Chumash Enterprises
- Santa Ynez, CA
- Permanent
- Full-time
- 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.