What are the responsibilities and job description for the SYSTEMS SPECIALIST SUPERVISOR | TSR position at Talking Stick Resort?
Brief Description
Job Title: Systems Specialist Supervisor
Shift: Day (full-time)
Department: Information Technology
FLSA Status: Exempt
Reports To: IT Support Manager
Summary
Under general direction, coordinates, schedules, and supervises the technical support and training provided to departmental staff using computer equipment and enterprise applications. Installs, tests, and resolves problems with computer hardware and software. Provides systems and desktop support and works closely with IT Support Management on Support projects. Responsible for keeping inventory of assets and ensuring the company’s computer assets are reasonably maintained and protected. The Systems Specialist Supervisor adheres to all company policies and departmental procedures. Is issued a company mobile phone and is required to be on call 24/7 for all emergencies and escalations from the IT Support team.
Supervisory Responsibilities
Directly supervises the Systems Specialists I/II/III’s. This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; completing hourly performance appraisals; addressing complaints and resolving problems. Plan, schedule, supervise, assign, review, delegate, and prioritize work of self and others. Must be able to establish and maintain effective working relationships with department staff, information technology staff, and contractors; develop and maintain effective working relationships with co-workers, subordinate staff, and user departments; communicate effectively in oral and written formats.
Leadership Job Expectations: Fostering ECM Development through Pathways to Success Program
The Gaming Enterprises are committed to the employment and advancement of Enrolled Community Members (ECMs) of the SRP-MIC. The Gaming Enterprises’ Pathways to Success Program is a comprehensive program designed to provide ECMs with quality casino work experience, educational opportunities and to prepare them to become the Gaming Enterprises’ future leaders. Pathways to Success is designed to foster the participant’s preparedness for success on the job.
A Supervisor level leader is expected to actively support ECMs in their professional and academic goals through:
The Systems Specialist Supervisor must be proficient in using Microsoft Office applications. Intermediate understanding of Microsoft Windows and networking required. The Systems Specialist Supervisor must have experience in supporting network printers, telecommunications systems, two-way radio systems, mobile devices, networking items and other computer peripherals.
Other Qualifications
Strong to excellent time management and organizational skills required. Must possess strong customer service and communication skills and the ability to creatively seek out and implement innovative solutions. Must have the ability to effectively present information and respond to questions from groups of managers, clients, and customers. Must be able to work weekends and evenings as well as be on call 24/7.
Language Skills
Must be able to read, write, speak, and understand English.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand or sit for extended periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; be on lifts or ladders; talk or hear and taste or smell. The employee must be able to lift and /or move up to 50 pounds. You must have the ability to work with specialized hand tools for installation/repair and occasionally work in tightly confined spaces. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts; high, precarious places; secondary smoke and risk of electrical shock. The noise level in the work environment is usually moderate.
Job Title: Systems Specialist Supervisor
Shift: Day (full-time)
Department: Information Technology
FLSA Status: Exempt
Reports To: IT Support Manager
Summary
Under general direction, coordinates, schedules, and supervises the technical support and training provided to departmental staff using computer equipment and enterprise applications. Installs, tests, and resolves problems with computer hardware and software. Provides systems and desktop support and works closely with IT Support Management on Support projects. Responsible for keeping inventory of assets and ensuring the company’s computer assets are reasonably maintained and protected. The Systems Specialist Supervisor adheres to all company policies and departmental procedures. Is issued a company mobile phone and is required to be on call 24/7 for all emergencies and escalations from the IT Support team.
Supervisory Responsibilities
Directly supervises the Systems Specialists I/II/III’s. This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; completing hourly performance appraisals; addressing complaints and resolving problems. Plan, schedule, supervise, assign, review, delegate, and prioritize work of self and others. Must be able to establish and maintain effective working relationships with department staff, information technology staff, and contractors; develop and maintain effective working relationships with co-workers, subordinate staff, and user departments; communicate effectively in oral and written formats.
Leadership Job Expectations: Fostering ECM Development through Pathways to Success Program
The Gaming Enterprises are committed to the employment and advancement of Enrolled Community Members (ECMs) of the SRP-MIC. The Gaming Enterprises’ Pathways to Success Program is a comprehensive program designed to provide ECMs with quality casino work experience, educational opportunities and to prepare them to become the Gaming Enterprises’ future leaders. Pathways to Success is designed to foster the participant’s preparedness for success on the job.
A Supervisor level leader is expected to actively support ECMs in their professional and academic goals through:
- Personalized Support: Regularly engage with individual ECMs to understand their career interests and educational goals. Offer guidance tailored to their aspirations.
- Opportunity Identification: Proactively inform ECMs about internal and external training, workshops, and educational programs aligned with their development needs.
- Facilitation of Growth: Encourage participation in stretch assignments, cross-training, and job shadowing to build new skills and broaden experience.
- Feedback and Recognition: Provide constructive feedback and recognize efforts toward self-improvement and career advancement.
- Resource Connection: Connect ECMs to relevant mentors, subject matter experts, and specific Pathways to Success programs.
- Serves as supervisor and provides direct or functional supervision over clerical and/or Systems Specialists staff.
- Keeps abreast of all department communications (i.e. email, system logs, IT request system, voice mail, and wireless telephones) with the regularity necessary to efficiently perform one’s duties.
- Ensures the privacy and confidentiality of all personnel matters pertaining to the performance of any computer work and/or special projects.
- Schedules staff, ensuring technical support is provided 24/7.
- Make recommendations for staffing, overtime, and production support levels and assist in the selection of staff.
- Coordinates installation of new hardware/software; installs, tests, and monitors the operation of computer hardware and software.
- Evaluates needs for new and revised systems; identifies possible improvements in computer systems; makes recommendations for the purchase of new information systems, hardware and software; oversees the work of vendors.
- Works with vendors and IT Support Manager to support systems and ensure proper installation and maintenance of systems.
- Provides support for Enterprise team members.
- Ensures all backups and system health checks are performed daily.
- Oversees the repair, maintenance and operation of all company-owned desktop computers and related equipment
- Monitors all IT requests and ensures requests meet agreed-to service levels and are followed up with in a timely manner.
- Communicates technical issues with individuals with varying degrees of computer familiarity.
- Performs all responsibilities of the Systems Specialist I, II and III as necessary.
- Collects, develops and analyzes data to resolve problems and documents solutions for future occurrences.
- Controls changes in system environments to ensure stable and reliable delivery of computer resources including managing versioning for all desktop images.
- Trains System Specialists I/II/III’s on existing and new processes.
- Ensures integrity and consistency of desktop installations in collaboration with IT Support Management, Network Manager and Network Administrator and Business Systems Analysts.
- Identifies improvement opportunities. Examples include but are not limited to tools, processes, procedures, installation, configuration and troubleshooting techniques.
- Responsible for reviewing the accuracy of escalations from Systems Specialists, and providing technical expertise on desktop computers, enterprise applications, operating systems, and misc. hardware, peripherals, and software. In this capacity this position will provide technical knowledge and support on desktop computers, enterprise applications, operating systems, and misc. hardware, peripherals, and software.
- Supports IT Enterprise Applications and Network staff on Projects, Implementations, and Upgrades.
- Bachelor's Degree (BS/BA) in an IT related field from four-year college or university required.
- A required
- Net required
- 5 years’ technical support experience required.
- 3 years of supervisory experience required.
The Systems Specialist Supervisor must be proficient in using Microsoft Office applications. Intermediate understanding of Microsoft Windows and networking required. The Systems Specialist Supervisor must have experience in supporting network printers, telecommunications systems, two-way radio systems, mobile devices, networking items and other computer peripherals.
Other Qualifications
Strong to excellent time management and organizational skills required. Must possess strong customer service and communication skills and the ability to creatively seek out and implement innovative solutions. Must have the ability to effectively present information and respond to questions from groups of managers, clients, and customers. Must be able to work weekends and evenings as well as be on call 24/7.
Language Skills
Must be able to read, write, speak, and understand English.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand or sit for extended periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; be on lifts or ladders; talk or hear and taste or smell. The employee must be able to lift and /or move up to 50 pounds. You must have the ability to work with specialized hand tools for installation/repair and occasionally work in tightly confined spaces. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts; high, precarious places; secondary smoke and risk of electrical shock. The noise level in the work environment is usually moderate.