IT Field Service Analyst

Cherokee Nation Entertainment, LLC is seeking an IT Field Service Analyst to join our Corporate IT Support team. This role is critical in delivering timely and effective technical support to our users across various locations. The IT Field Service Analyst provides front-line support, resolving peripheral device issues and offering guidance to end users, ensuring superior customer service.

• Respond to user inquiries via phone, email, or support tickets, diagnosing and resolving technical issues related to hardware and software.
• Focus on resolving problems with printers, scanners, keyboards, mice, and monitors, escalating more complex issues.
• Ensure excellent communication and support throughout the issue resolution process.
• Maintain accurate records of support requests, solutions, and IT inventory.
• Assist with hardware/software installation and configuration, conducting routine updates and applying patches.
• Monitor system performance, escalating any concerns and working with vendors as needed.
• Escort vendors, ensuring compliance with policies, and work on casino floors, which may include exposure to smoke and noise.

• High School Diploma or equivalent, plus 2 years of IT support experience.
• Certifications in CompTIA, A+, or ITIL are preferred.
• Proficiency in Windows, MacOS, and Linux operating systems.
• Knowledge of computer hardware, software tools, networking, and ticketing systems.
• Strong analytical skills and the ability to troubleshoot and resolve technical problems.
• Customer-centric approach, with clear communication skills for non-technical users.
• Valid driver's license required for travel to various sites.
• Ability to work varied shifts, including weekends and holidays, and participate in an on-call rotation.