Desktop Support Specialist I - Gaming

POSITION SUMMARY
This role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. Analyze user needs, assess system or process to fit their needs, and make recommendations for system acquisition. Continuation of this position is contingent upon funding allocations.

DUTIES AND RESPONSIBILITIES:
1. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels.
2. Provide first level and second level support by responding to incoming calls, service desk tickets, email, or chat regarding equipment incidents and software issues.
3. Assess the need for and implement performance upgrades to end-user devices based on software technical
specifications.
4. Analyze user needs, assess system or process to fit their needs and make recommendations for system acquisition.
5. Administer desktop environment utilizing various management systems.
6. Maintain an inventory of all computers, related equipment and peripherals.
7. Assist in the development and maintenance of proper information security best practices and controls for hardware, software, awareness, and data/cloud operations ·
8. Apply current technology standards to resolve customer needs/issues.
9. Keep abreast of new technologies and developments in the IT industry.
10. Adhere to all Tribal Personnel Policies and Procedures, Tribal Standard Operating Procedures, and Area and Program Strategic Plans and Policies.
11. Maintain strict department security, confidentiality, and quality to meet professional standards of the department.
12. The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
1. Frequently sit, walk, stand, stoop, kneel, crouch, and crawl.
2. Occasionally lift and/or move up to fifty (50) pounds.
3. Incumbent may be exposed to inclement weather, heat and cold.
4. Must be willing to work shifts which include working evenings, weekends, and holidays.
5. A Tuberculosis (TB) Screening and/or 2 step TB Skin Test is required within thirty (30) days of employment.

STANDARD QUALIFICATIONS:
1. Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
2. Ability to conduct research into PC issues and products as required.
3. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
4. Strong written and oral communication skills.
5. Ability to present ideas in user-friendly language.
6. Strong customer-service orientation.
7. Analytical and problem-solving abilities, with keen attention to detail.
8. Ability to exercise independent judgment.
9. Effective interpersonal skills and relationship-building skills with individuals of varying social and cultural backgrounds.
10. Ability to work independently and meet strict timelines.
11. Must adhere to strict confidentiality in all matters.
12. Must be willing and able to obtain additional education and training.
13. Must pass a pre-employment drug screening. Must adhere to the Nation’s Drug and Alcohol-Free Workplace Policy during the course of employment.
14. Must pass a background security check with the Oneida Nation in order to meet the Employment Eligibility
Requirements, Tribal/State Compact and/or Oneida Nation Gaming Ordinance as they pertain to the position. A temporary license or Gaming License issued by the Oneida Gaming Commission is required as a condition of employment and continuing employment within the Oneida Nation Gaming Division.
15. A valid driver’s license or occupational driver’s license, reliable transportation, and insurance are required. Must obtain a Wisconsin driver’s license or occupational driver’s license within thirty (30) days of employment if applicant has an out-of-state driver’s license. Must be authorized as eligible to operate a personal vehicle under the Oneida Nation’s Vehicle Driver Certification and Fleet Management Law prior to actual start date. Must maintain driver’s eligibility as a condition of employment.

PREFERRED QUALIFICATIONS:
Applicants please clearly state on the application/resume if you meet these qualifications.
1. IT Industry Standard Network Certificate. (E.g. CompTIA, Microsoft, Novell or Cisco).
2. Active Directory experience (Administer and maintain end user accounts, permissions, and access rights)
3. Microsoft Endpoint Management Experience (SCCM, Intune)
4. Industry Standard Desktop Certificate (CompTIA, Microsoft).
5. Experience with virtual desktop technology.

MINIMUM QUALIFICATIONS:
Applicants please clearly state how you meet these qualifications on the application/resume.
1. Associate degree in IT or closely related field from an accredited college or university.
2. Two (2) years of supporting, installing and maintaining PC’s; and/or an equivalent combination of education and experience maybe considered.

ITEMS TO BE SUBMITTED:
1. Must provide a copy of diploma, license, degree or certification upon employment