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Field Support Analyst I

San Manuel Band of Mission Indians

26569 Community Center Drive
Highland, CA 92346

Tribe
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Full-Time

Under the supervision of the Supervisor, Operations - IT, the Field Support Analyst I is responsible for providing support for all endpoint technology issues including computer troubleshooting and repair, software installation and configuration, and other user facing issues. Technical aptitude and customer service are key traits for the Field Support Analyst I.

Essential Duties & Responsibilities

1. Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.

2. Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.

3. Participates in Information Technology (IT) projects under the direction of operational leads and IT leadership while maintaining an organized, clean and safe work environment throughout the enterprise.

4. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.

5. Configures and images laptops, desktops and other endpoint devices with standard policies to comply with security baselines.

6. Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.

7. Interfaces with 3rd party manufacturers to coordinate system upgrades, changes and maintenance activity to provide lifecycle system support.

8. Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.

9. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

  • High School Diploma or GED is required. 

  • Minimum of two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is required. 

  • Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues. 

  • Ability to solve technical problems, work well under stress, and follow instructions. 

  • Customer service and vendor management experience is preferred. 

  • Experience working in Casino or Gaming industry is preferred. 

  • Exceptional customer service skills and the ability to communicate effectively with all levels of the enterprise. 

  • Ability to de-escalate tense situations to problem-solve effectively. 

  • Ability to conduct research into a wide range of computing issues as required. 

  • Ability to absorb and retain information quickly. 

  • Ability to present ideas in user-friendly language. 

  • Highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities. 

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Experience working in a team-oriented, collaborative environment.

  • Must present a professional approach within each opportunity. 

  • Ability to work any assigned shift (day/swing/graveyard).

  • Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.

Certificates/Licenses/Registrations

  • At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

  • Certification in CompTIA A+ is preferred.

San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Posted December 18, 2024

San Manuel Band of Mission Indians

The San Manuel Band of Mission Indians is a federally-recognized Indian tribe located on the San Manuel Indian Reservation near Highland, California.  San Manuel exercises its inherent sovereign right of self-governance and provides essential services for its citizens by building infrastructure, maintaining civil services, and promoting social, economic, and cultural development.  

 The Serrano people of San Manuel have called this area home since time immemorial and are committed to remaining a productive partner in the San Bernardino region. The Reservation, once only 640 acres, is now over 1,100 acres in size. 

The call of Yawa’ – to act upon one’s beliefs – inspires the Tribe to give back to the areas they call home and support organizations working to create a better tomorrow in the Inland Empire and Indian Country. 

Our support is directed to organizations providing services in San Bernardino and Riverside counties, including:

  •         501(c)(3) nonprofit organizations
  •         Public schools
  •         Private schools
  •         Charter schools, and 
  •         Local government agencies

The Tribe also operates Yaamava' Resort & Casino at San Manuel (formerly known as San Manuel Casino®), the Palms Casino Resort, as well as other enterprises. 

We value our employees and offer a comprehensive Benefits Program

Our team members enjoy a competitive base salary, an annual discretionary performance bonus, and an annual merit increase as part of our total rewards package. Additionally, San Manuel supports team members' financial health through 401(k) retirement savings plans that offer a 2% core discretionary contribution and matching, and a host of other services - from discounts to tuition assistance.

Apply today to join our team!