Job Description

Summary of Functions

The Client Support Technician is responsible for Tier 1 and Tier 2 support in businesses owned and managed by KTEA and KTI, and for supporting the users of those systems. The Client Support Technician maintains and operates systems through effective troubleshooting, repair, and system performance analysis to ensure a stable environment. Client Support Technician activities include installing, maintaining, repairing, and overhauling systems and equipment platforms, to include gaming, telecommunication, data, audio visual, and network infrastructure. Client Support Technicians manage client user and device accounts and remove and replace components and peripherals to resolve software and hardware issues for end-users.

Essential Duties and Responsibilities

User Support & System Troubleshooting

• Provide Level I support of technology resources and act as an escalation point for advanced requests to team members and guests in all venues of the company's operations
• Conduct research, evaluate, and recommend products and services to support project and client requirements
• Assist with creation of user documentation, including checklists, manuals, and procedures, and train users on software and hardware as required
• Suggest improvements to IT business processes and procedures to enhance efficiency and improve service levels
• Configure, install, move, and change end-user devices, including cabling and connectivity, as well as operating system and application software on company devices
• Alert management to emerging trends in incidents

Maintenance & Continuity

• Work with software and hardware vendors to request service regarding defective products
• Maintain and replace deployed technology and add modern technologies, as necessary, and establish and maintain Preventative Maintenance (PM) schedules for system assets
• Assist contracted specialists, technical personnel, or vendors to implement projects, solve problems, and extend the knowledge base
• Coordinate with IT Support staff for set-up, install, and operate to maintain business continuity
• Confront incidents, research solutions through internal and external knowledge bases, perform hands-on fixes when remote tools are not appropriate, and test resolution to ensure the problem has been adequately resolved

Operational Documentation & Stability

• Monitor systems and notify IT Support staff about outages, including troubleshooting, scope, and impact information; determine the correct IT Support section and escalate outage or functionality issues as needed
• Maintain ticket lifecycle through logging calls and issues, maintaining history records, and problem documentation, transferring to other IT support sections correctly, and by monitoring the work as it progresses to resolution
• Report information-security incidents and, with guidance from senior team members, execute corrective security procedures
• Periodically test disaster recovery equipment kits to ensure business continuity

Supervisory Responsibilities

This position has no supervisory responsibilities.

Education

• Associate degree in Information Technology, or equivalent in Information Technologies (or closely related fields) is strongly preferred
• Two additional years of hands-on experience may be substituted for academic requirements
• CompTIA A+ certification is preferred; certification within six months of employment is required, including regular progress toward certification

Experience

• Two (2) years of practical experience with installation, operation, and maintenance of client systems and services.
• A minimum of two (2) years of direct, hands-on experience in procurement, configuration, deployment, management, and administration of end user devices
• Two (2) years of practical knowledge with the current Microsoft Office environment and Microsoft applications and the ability to assist users with the applications and troubleshoot program errors
• Two (2) years of practical experience with current Windows desktop, MacOS and iOS operating systems
• Two (2) years of practical experience with Windows command line and PowerShell utilities including Ping, Trace Route, IP Config, and gpresult
• Working knowledge of Active Directory, Group Policy Management, and Computer Management tools
• Working knowledge of Internet search engines and advanced technical language to perform searches for solutions to technical problems

Skills & Abilities

• Ability to communicate clearly and effectively with technical and non-technical audiences, verbally and in writing (including writing reports and presentations, business correspondence and procedural manuals) in a predominantly English-speaking environment
• Ability to troubleshoot, diagnose, analyze, detect, and repair equipment failures and malfunctions
• Ability to deal with conflicts and tense situations in a professional manner
• Exhibit a strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to conduct research into client system issues, standards, and products
• Ability to effectively prioritize and execute tasks in a high-pressure environment with minimal supervision
• Proven analytical and problem-solving abilities

Other Requirements

• Ability to obtain and maintain Tribal Gaming License and a Washington State Class III Gaming License
• Ability to work nights, weekends, and holidays when required by business needs
• Ability to maintain consistent, regular attendance
• Valid driver’s license and insurability if operating a Tribal vehicle

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made in accordance with applicable la

• Requires the ability to lift and/or move objects weighing up to 50 pounds
• Constantly requires the ability to give and receive detailed information, and exchange ideas or information accurately, loudly, and quickly, through verbal communication
• Constantly requires working with fingers rather than the whole hand or arm
• Constantly requires repetitive movement of the wrists, hands, and/or fingers
• Constantly requires walking or moving about to accomplish tasks
• Often requires standing and/or sitting for sustained periods of time
• Often requires ascending or descending stairs or ramps using feet and legs and/or hands and arms
• Occasionally requires raising objects from a lower to a higher position or moving objects horizontally
• Occasionally requires stooping, which entails the use of the lower extremities and back muscles
• Work within limited confines such as crawl spaces, under desks and attics.

Work Environment

The work environment characteristics described below are representative of those encountered while performing the essential functions of this position.

• This position is performed primarily in an office environment with moderate noise
• Intermittent exposure to tobacco smoke, flashing lights and loud noises found within the casino operational areas and music venues
• Occasional exposure to moving mechanical parts

Travel Requirements

Local travel to support KTEA businesses, including Northern Quest Resort & Casino and Kalispel Golf and Country Club, may be required on a regular basis. Travel outside of the area and state is occasionally required. Out-of-area travel time is typically less than a week in duration.

Hiring Preference

The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.

General Sign-off & Disclaimers

The employee is expected to adhere to all company policies.

At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.

Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.

Background Investigation: All candidates and employees may be subject to a background investigation.

The duties and responsibilities described in this job description are intended to represent the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

Responsibilities may be modified, expanded, or reassigned based on business needs, organizational changes, regulatory requirements, or direction from leadership.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.