IT Field Service Analyst

Job Description

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.

Responsibilities

• 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.
  
  

Qualifications

• 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.
  
  

About Us

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  based on performance,  refer friends  and get rewarded, and enjoy  discounts  and  holiday appreciation gifts .
  
  

About The Team

Immerse Yourself in World-Class Hospitality with Cherokee Nation Entertainment

Thrill, excitement, and entertainment await at Cherokee Nation Entertainment, one of the largest and most successful tribal businesses in the country . As the gaming and hospitality business of the Cherokee Nation, CNE owns and operate a diverse portfolio of leading brands, including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Miss.

Step Into a World Of Possibilities

• Gain experience delivering exhilarating gaming across electronic games, table games, and poker rooms .
• Help deliver legendary live entertainment from national and local acts at iconic venues like Hard Rock Live.
• Master your culinary craft at our diverse restaurants, from casual to upscale dining. Deliver smiles and unforgettable experiences, becoming a master of guest service and table-side magic.
• Help guests unwind in luxurious hotel accommodations and world-class amenities like pools, cabanas, and golf courses.
  
  

More than just entertainment, we are committed to the well-being of the Cherokee Nation and the communities that it calls home . We offer exceptional career opportunities with competitive benefits and a chance to be part of something truly special.

Company:Cherokee Nation Entertainment