ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Supports leadership in managing daily operational activities (workload balancing, priority setting) to exceed business needs, while ensuring alignment with operational support department directives and service-level agreements.
2. Trains, coaches and directs Field Support Analysts to help develop and maintain effective best in-class standards.
3. Acts as an escalation point for the Field Support Analysts, to support teams and troubleshoot more complex issues.
4. Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.
5. Provides technical guidance and solutions for enterprise hardware and software issues, ensuring alignment with organizational standards.
6. Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.
7. Evaluates and resolves time‑sensitive technical issues independently, escalating risks, service impacts, and significant changes to appropriate leadership or support teams.
8. Designs and implements repeatable, auditable processes to meet the needs of a fast-paced organization and establish best-in-class standards.
9. Leads/coordinates field deliverables for IT projects (e.g., hardware refreshes, office moves, software deployments), meeting scope, schedule, and quality targets, reports status and risks to IT leadership.
10. Performs other duties as assigned to support the efficient operation of the department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
Associate’s Degree in computer science or a related field required.
Minimum Six (6) years of relevant IT work experience required. With at least three (3) years of hands-on experience with hardware, software, networking, telecom, and troubleshooting preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
Technical troubleshooting experience includes documented ability to analyze and diagnose network computer, and telecom system issues.
Ability to solve technical problems, work well under stress, and follow instructions.
Experience working in a casino or the Gaming industry is preferred.
Ability to de-escalate tense situations to problem-solve effectively.
A highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.
Ability to work any assigned shift (day/swing/graveyard).
Must have strong verbal and written communication skills that allow a non-technical end user and/or senior executive to understand the message presented.
Proven ability to create a positive and professional business relationship with internal and external clients as well as third-party service/product providers.
Must have experience demonstrating the utmost discretion and confidentiality in handling private information.
Ability to coach, mentor, motivate, and lead team members by example.
LICENSES, CERTIFICATIONS AND REGISTRATIONS
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.
Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT
The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
Primary work environment is in a climate-controlled office setting.
Work requires travel to attend meetings, trade shows, and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Must be able to work in a fast-paced, high-demand environment.
Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!