IT Field Service Analyst

We are seeking a dedicated IT Field Service Analyst to provide comprehensive technical support and customer service to end-users. In this role, you will be responsible for diagnosing and resolving hardware and software issues, maintaining IT inventory, and ensuring the stability of our technical infrastructure. This position requires a proactive problem-solver capable of working in a dynamic, 24/7 environment, including casino floors and office settings.

• Responds to end-user inquiries through phone, email, or service management systems.
• Diagnoses and resolves technical issues with peripheral devices, such as printers, scanners, keyboards, mice, monitors, and others.
• Escalates complex problems to higher-level support.
• Delivers exceptional customer service by keeping users informed and supported throughout issue resolution.
• Maintains detailed records of support requests, resolutions, and IT inventory.
• Supports the installation, configuration, and maintenance of hardware and software systems.
• Provides excellent customer service, ensuring end users feel supported and informed throughout the resolution process.
• Escorts vendors throughout facilities when necessary, ensuring compliance with established policies and procedures. 
• Conducts routine system updates and apply patches as required.
• Monitors system performance, reporting, and escalating issues as appropriate.
• Works in a variety of settings, including climate-controlled office settings and casino floors which includes exposure to second-hand smoke and crowd noise. 
• Performs work without supervisory or management authority.
• Engages in physical activity, including walking, bending, carrying, and lifting objects up to 50 lbs.
• Works varied shifts, including weekends and holidays.
• Serves as part of the on-call rotation schedule.
• Travels as needed, including overnight stays.
• Performs other job-related duties as assigned.

• High school Diploma or equivalent and two (2) years of experience in IT support or a similar role.
• Certification in CompTIA, A+, ITIL, or similar credential preferred.
• Experience with common operating systems, including Windows, MacOS, and Linux.
• Knowledge of computer hardware, software, ticketing systems, and remote support tools.
• Knowledge of network protocols, troubleshooting methods, and ITIL practices.
• Strong analytical and problem-solving skills with an aptitude for troubleshooting technical issues.
• Ability to have a customer-focused approach with an emphasis on efficient issue resolution and service excellence.
• Ability to communicate technical information to non-technical users in an understandable manner.
• Ability to obtain and maintain licensing by the appropriate gaming authority.
• Must have and maintain a valid driver’s license. 

Cherokee Nation Entertainment is one of the largest and most successful tribal businesses in the country. As the retail, gaming and entertainment entity of the Cherokee Nation, it owns and operates a variety of restaurants, entertainment venues, retail shops, fuel/convenience stores, golf courses, hotels, a horse racing track and an RV campground. As the brand continues to expand its offerings and footprint, CNE remains dedicated to the well-being of the Cherokee Nation and the communities that it calls home. 

Here's what awaits you:  

• Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations).  

• Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays.  

• Work-Life Balance: Enjoy flexible spending accounts, maternity/paternity leave, and voluntary benefits for added peace of mind.  

• And More: Earn incentives