IT Support Assistant

ESSENTIAL FUNCTIONS:

1. Answers all incoming phone calls for the IT Department.

2. Routes helpdesk calls to assigned technicians.

3. Assists users in opening a support ticket or updating users on the progress on open tickets.

4. Reports to the IT Coordinator on any issues with open work orders or end-user complaints. Assist Techs with work orders as requested.

5. Maintains licensing records and ensures compliance and billing for software deployed to end-users.   

6. Completes billing for work orders.

7. Creates and maintains records on all end-users, departmental computer equipment, and warranty information and notifies IT Management when systems are nearing end of life.  

8. Disables users as requested.

9. Conducts quarterly inventory of IT Stock and is responsible for the entire inventory and billing of inventory.

10. Places orders to maintain stock levels of inventory.

11. Handles all purchasing, negotiating pricing, services, and all billing functions for IT Department.

12. Tracks the ordering process through receipt of and check-in of items.

13. Processes check requests for invoices received in the IT Department.

14. Assists on-site vendors in completing compliance forms and hotel accommodations.

15. Assist with development of office procedures.

16. Documents recycling and destruction of equipment.

17. Must attend all mandatory trainings offered through the Human Resources Department and/or Department Director.

18. Other duties may be assigned within the scope and complexity of the position.

PHYSICAL REQUIREMENTS:

Typically, the employee may sit comfortably to do the work. However, the work will periodically require physical exertion such as recurring bending, crouching, stooping, stretching, reaching, or similar activities, recurring lifting of moderately heavy items such as computers, and monitors.

POSITION REQUIREMENTS:

1. Associate’s degree in Accounting, Computer Sciences, or equivalent experience working in related field preferred; high school diploma required.

2. Experience with an accounting background preferred.

3. Must be able to obtain a gaming license through the Bay Mills Gaming Commission and maintain eligibility throughout employment.

4. Valid Driver’s License and ability to pass a Motor Vehicle Records Investigation for insurability purposes required

5. Must have a basic knowledge of computers and their components.

6. Experience providing technical support by phone is preferred.     

7. Must be proficient in the applications in the Microsoft Office Suite.

8. Knowledge of office equipment, such as copiers, printers, and fax machines.

9. Candidate must exhibit excellent customer service skills, organizational skills, and verbal and written communication skills.

10. Must have the ability to communicate effectively.

11. Must have excellent work history and attendance record as demonstrated by past employment and references.

12. To perform this position successfully, an individual must be able to satisfactorily perform each function listed under the essential functions and physical demands categories of this position description.