IT Service Technician I

We are currently looking for a Full Time IT Service Technician I to join our IT Service Center Unit 2 team located at the Information Technology.Summary:Responsible for tier 1 remote software and hardware support to end users for a wide variety of issues. Must be able to identify, diagnose, research, and resolve technical problems. Responds to telephone calls, email, and personnel requests for technical support. Responsible for thoroughly documenting, tracking, monitoring, and entering supporting information and problem resolution into a work order tracking system to ensure timely resolutions.Responsibilities:* Provides first class customer service - courteous and helpful to all internal and external customer types- Answers questions in a courteous and professional manner- Greets and engages with a smile- Determines needs, seeks positive experience and outcomes* Completes all training and development requirements and participates in continuing education opportunities* Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types- Maintains general upkeep of work area and maintains a safe environment- Maintains and promotes professionalism- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics- Adheres to Chickasaw Nation dress code standards* Maintains knowledge of and follows all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.* Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served* Maintains files, logs, and records* Communicates with other team members, departments, guests and management- Shares general and important information- Listens to others- Follows divisional, departmental and organizational protocols* Responds to telephone calls, email, and chat requests for support- Communicates with customers to identify and diagnose issue(s)- Troubleshoots problems using scripts and checklists as guides- Provides effective solutions to technical issues- Creates work orders as needed- Escalates situations as appropriate- Utilizes standard templates and manufactured articles to document services and processes- Takes ownership of customer issues to resolve in a timely manner* Collaborates with technical teams to ensure proactive support* Utilize input from service/process owners, job performers and other stakeholders/SMEs to define business requirements for IT products, services, and processes* Evaluate ITSM metrics to increase efficiency* Meets operational goals by establishing productivity, quality and service standards, resolves operational problems and identifies work process improvements* Analyze business requirements to develop technical solutions within the IT Client Services realm* Follows best practices for hardware and software configuration* Participates in testing and evaluation of new hardware, software packages, product releases and implementation prototypes as required* Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel* Escalates problematic issues to the next level of management for guidance in resolution of issuesCompetencies:Essential:* Able to follow instructions, both written and oral * Able to adhere to all scheduling and attendance requirements* Maintaining a high level of confidentiality and using discretion and discernment* Ability to handle difficult customers and situations* Ability to work independently* Honesty, truthfulness, reliability, accountability* Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines* Knowledge and understanding of general accepted accounting principles (GAAP)* Knowledge of information systems, structure, network and application protocols* Organizes work and assigned area logically and orderly* Define problems, collect data and establish facts* Identify, analyze and repair routine problems* Organizational and time-management* Ability to plan, organize and follow through on assignments* Able to verbally communicate in a professional and positive manner with other team members, departments, guests and managementSkills:Essential:* Skilled in formal and informal assessment protocols* Basic Computer skills* Must be flexible and be able to adapt to last minute changes* Proficiency in web service design* Expertise in ITIL environmentExperience:Essential:* 1 year directly related experienceEducation:Essential:* OtherCredentials:Essential:* Pass general background check* Pass gaming background check* Gaming license or permit as required by assigned position* CompTia A+Working Conditions:Nonessential:* Sometimes work in confined spaces (e.g. crawl space, tank)* Hand-eye coordination, reach and grasp* Manual dexterity* Visual acuity for detail, distance, color, depth perception* Listening and hearing ability* Frequently lift and or carry up to 25 lbs* Basic math environment* Sitting up to 25% of shift* Standing up to 75% of shift* Works in an office setting