IT Support Technician II

Job Posting

This position is responsible for providing technical assistance at a higher level to system users, by performing the following duties as well as demonstrating the GILA WAY.

Essential Duties and Responsibilities:

• Promotes and provides excellent guest service experiences to both internal and external guests.
• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with installation of quantifiable licensed software, hardware replacement, repair and installation, or troubleshooting that involves vendor support.
• Manages small projects involved with the hardware and software implementation and updates. Logs and tracks calls using IT ticketing system, and maintains history records and related problem documentation.
• Installs, configures and supports server and client workstations.
• Trains users on software and hardware.
• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.
• Performs other special projects and duties as assigned.

Skills/ Requirements:

• HS Diploma or equivalent required. Associate's Degree in Computer Science or related major preferred.
• Experience and/or training in technical support required.
• Must possess a valid AZ driver's license and clean driving record for the past five (5) years.
• Ability to perform the GILA WAY which is as follows; Greet our guest, Interact positively with our guest, Listen actively to our guest, Appreciate our guest.
• Must possess excellent guest service skills, strong telephone etiquette, a self-starter with the ability to follow up and complete tasks in a timely manner with minimum supervision.
• Strong interpersonal and communication skills, both written and oral.
• Must pass a pre-employment drug/alcohol test and agree to maintain a Drug-Free Workplace as a condition of employment.
• Must pass a full background check to be certified/licensed prior to employment.
• Must be able to work in a smoking environment.

Qualifications:

Education:

Required: High School/GED or better.

Preferred: Associates or better in Computer Science.

Experience:

Required: Experience and/or training in technical support required.