IT Field Technician

Osage Casinos - Bartlesville, OK

Full-time - Entry Level

Hybrid - Bartlesville, OK

About the position

The IT Field Technician position at Osage Casinos involves providing second-level support for service requests reported to the Service Desk. This role requires the assessment, triage, research, and resolution of service requests related to application software products and infrastructure components. The technician will be responsible for the installation and testing of computer systems and peripherals, ensuring compliance with established standards and guidelines. The position demands a high level of interaction with application software and operating systems to diagnose and resolve issues effectively. The technician will work independently, requiring strong analytical skills, communication abilities, and problem-solving capabilities, often with minimal supervision. In this role, the technician will provide both on-site and remote technical support for all Information Technology products and services. Responsibilities include answering questions, troubleshooting problems, and instructing customers on software or hardware functionality. The technician will handle more complex IT issues that go beyond the scope of the Service Desk support staff, providing guidance and backup as needed. The position also involves recording, tracking, and documenting the service desk request problem-solving process, ensuring timely resolution of issues while adhering to established service standards. The technician will maintain, analyze, troubleshoot, and repair various IT equipment, including computer systems, POS systems, cameras, and mobile devices. Emergency after-hour support may be required on a rotating on-call schedule. Additionally, the technician will assist in maintaining accurate IT equipment asset tracking and inventory levels, offer basic assistance with audio-visual equipment setup, and create quality documentation for hardware and software systems. Continuous professional development is encouraged through research, seminars, and workshops to stay updated with the latest technologies and practices in the field.

Responsibilities

• Provide on-site and remote technical support for all Information Technology products and services.
• Troubleshoot and remediate complex IT issues beyond the Service Desk support staff's capabilities.
• Answer incoming calls to the IT Service Desk when staff is unavailable.
• Record, track, and document the service desk request problem-solving process.
• Review, monitor, and work service request tickets to ensure timely resolution of issues.
• Maintain, analyze, troubleshoot, and repair computer systems, POS systems, cameras, and mobile devices.
• Provide emergency after-hour support as needed on a rotating schedule.
• Assist with accurate maintenance of IT equipment asset tracking and inventory levels.
• Offer basic assistance with setup and use of audio-visual equipment for conference and training rooms.
• Create and maintain quality documentation for applicable hardware and software systems.

Requirements

• Must be 21 years of age.
• Ability to work with limited supervision or assistance.
• Strong customer service and communication skills with attention to detail.
• Experience with in-person and/or remote Desktop Support or related computer support experience.
• Experience with PC/Laptop hardware setup, including system imaging and user profile management.
• Experience troubleshooting PC hardware/peripherals, software, and network connections.
• Experience working with Active Directory for user and group account management.

Nice-to-haves

• Microsoft Certified Desktop Technician or other appropriate certification(s) for Desktop Support.
• Experience installing Cat5/6 data cabling and data port jacks.
• Experience working with corporate-managed cell phones and tablets.
• Experience writing process documentation for IT staff.
• Experience in a Casino environment.

Benefits

• Osage, Native American, and Veteran preference in hiring.
• Pre-employment drug screening and gaming license requirements.