Support Analyst

Overview

SUMMARY:
The IT Support analyst will provide overall IT support to all end users and maintain equipment and resources for the Pechanga Tribal Government to run productively and efficiently. The candidate will work with support services in installation, configuration, maintenance, and troubleshooting of Windows-based desktops and Mac OS X computers. This person will resolve technical problems with desktop computing equipment and software; will use ticketing system to track effort; and will use Remote Software to assist with deployment and troubleshooting of software and hardware.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Installing and supporting new applications
• Setup and configure local printers, scanners, and other peripherals
• Talking staff/clients through a series of actions, either face to face or over the telephone;
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• Finding solutions to problems, be it through creating a desktop shortcut or fixing a major fault on the operating system;
• Replacing parts as required;
• Providing support, including procedural, documentation;
• Running network applications to support systems and users;
• Setting up new users;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizing and managing several open cases at one time;
• Communicate escalated tickets with the IT Support Specialist
• Must adhere to all policies and procedures of the Pechanga Tribal Government

QUALIFICATIONS, EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Computer Science or equivalent experience Microsoft MCSE, A+ and Net+ certifications are a plus
• Must have 3 – 5 years of experience supporting a Windows 10, Mac OS X and Microsoft Office Suite environment. Possess the knowledge of basic network support for LAN/WAN and
wireless. Experience supporting mobile iOS and OS X devices. Relevant education and/or training will be considered a plus.
• Ability to work independently and efficiently to meet deadlines.
• Ability to promptly answer support related email, phone calls and other electronic communications.
• Self-motivated, detail-oriented and organized.
• Experience with hardware and software issues.
• Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• This position must comply with the Pechanga Tribal Government’s Drug-Free Workplace Policy. This includes: pre-employment testing, post-accident or injury, and random testing.
• Must successfully pass a pre-employment background investigation

BENEFITS:
The Pechanga Band offers a comprehensive and competitive benefit package for all full-time employees. Benefits include the following:
• Paid Time Off – Vacation, Sick and Holiday pay
• Retirement – 401(k) retirement plan with a generous employer match
• Health & Wellness Coverage – Medical, dental and vision coverage
• Life and Long Term Disability – $25,000 employer paid life and Long Term Disability
• Flexible Spending Accounts – Healthcare and Dependent care reimbursement accounts
• Supplemental Life and Accidental Death and Dismemberment (AD&D) Insurance
• Supplemental Coverage – Disability, Accident, Cancer, Life, and Hospital Confinement
• Legal Shield and Identity Shield
• Pet Insurance
• Education Reimbursement Opportunities – For pre-approved specific, job related education
• Employee Assistance Program (EAP) – Face-to-face counseling, Legal assistance, Financial assistance, ID recovery, Tobacco cessation, Dependent care and Daily living resources, and Crisis consultation