Govt. IT(SSM) IT Technician (After Hours) Open Until Filled

Sault Ste. Marie Tribe of Chippewa Indians - Sault Ste. Marie, MI

Full-time

Hybrid - Sault Ste. Marie, MI

Executive, Legislative, and Other General Government Support

About the position

The IT Technician (After Hours) position is a critical role within the Sault Tribe, responsible for providing comprehensive technical support across various technology touchpoints utilized by tribal government, health, gaming, and enterprises. This role is unique as it primarily operates outside of normal business hours, often requiring the technician to work independently. The technician serves as the first line of support for all technology needs, addressing issues related to laptops, tablets, point-of-sale systems, phones, printers, IoT devices, and other peripheral devices that connect to the Tribe's Wide Area Network (WAN). In this position, the technician will engage in a variety of after-hours duties, including backup administration, monitoring, and continuous helpdesk coverage. The primary goal is to minimize the number of service and support requests that necessitate additional IT resources. The technician will be responsible for supporting desktop applications, device apps, operating systems, and endpoint security configurations. Daily responsibilities include troubleshooting and resolving complex hardware and software issues, analyzing connectivity problems, and providing support for audio/visual equipment. The technician will also be tasked with documenting work performed, maintaining technical documentation, and collaborating with other IT staff to ensure seamless communication and support across departments. This role requires a proactive approach to technology management and a commitment to delivering high-quality service to all users.

Responsibilities

• Daily support of all employee's technology devices including connectivity, performance, repair, security and version patching, upgrades, moves, installation and removal.
• Troubleshoots and resolves complex hardware and software issues of mission-critical hardware and software applications (on site or remotely if possible).
• Analyze and repair connectivity issues with all devices.
• Troubleshoot basic cabling, patch cabling and wireless issues.
• Support of A/V equipment including sound, microphones, projectors and webcams.
• Administration and reporting on all daily, weekly and monthly after-hours duties such as data backups, assigned project work, after-hours support.
• Uses tools to continually monitor the status of the Sault Tribe network, WAN links, internet access, file and data servers, Wi-Fi, and all critical enterprise applications during after-hours support.
• Assists with the creation and maintenance of technical documentation, including inventories of hardware and software.
• Documents work performed, time worked and resolution of daily work orders using the IT Help Desk system.
• Works closely with all other IT staff, any on-call IT team members, IT managers and especially casino and other 24x7x365 IT support teams to communicate and share important support and issue information.

Requirements

• Associate's degree in Information Systems, Computer Science or related field required or three years of experience in an IT/technical field may be considered in lieu of education.
• Three years of experience in technical support of computers or network in a large business environment required in addition to above stated degree requirement.
• Must have a valid driver's license and be insurable by the Sault Tribe Insurance Department.
• Must have reliable transportation.
• Must comply with annual driver's license review and insurability standards with the Sault Tribe Insurance Department.
• Must undergo a criminal background investigation done under the rules of the National Indian Gaming Commission.
• Will be required to complete and pass pre-employment drug testing.
• Knowledge and experience with Microsoft Office and Office365 software required.
• Logical, organized, and detailed technology hardware and software troubleshooting skills required.
• Ability to work professionally and efficiently on own.
• Must have professional communication and customer service skills and be able to exhibit a friendly, positive attitude, even in stressful issue resolution situations.
• Ability to establish and maintain effective communication with co-workers, supervisors, and guests.

Nice-to-haves

• Native American preferred.