IT Field Service Analyst

About the role

The IT Field Service Analyst serves as a primary point of contact for IT-related requests and provides hands-on technical support across the organization. This role diagnoses and resolves technology issues, installs and maintains equipment and software, documents service activity, and supports users with day-to-day technology needs. The position combines service desk responsibilities with field-based support and requires regular travel between casino properties, participation in an on-call rotation, and flexibility to work varied shifts.  Respond to IT service requests, incidents, and inquiries through phone, email, and ticketing systems.  Diagnose and resolve hardware, software, network connectivity, workstation, and peripheral issues.  Provide on-site installation, configuration, maintenance, and troubleshooting of approved technology and equipment.  Assist users with password resets, account access, applications, and other routine technical needs.  Escalate complex issues to appropriate support teams in accordance with established procedures.  Maintain accurate service records, resolution documentation, field service activity, and IT inventory.  Develop and update knowledge base documentation to support team efficiency and continuous improvement.  Monitor system performance and perform routine patches, updates, and maintenance as directed.  Escort vendors within facilities as needed while ensuring compliance with security requirements.  Deliver a high level of customer service through clear communication, expectation management, and timely issue resolution.  Travel regularly between casino properties, participate in the on-call rotation, and work varied shifts, including weekends and holidays.  Perform physical tasks associated with equipment installation and troubleshooting, including bending, crawling, working near ground level, and lifting up to 30 pounds.  Perform other job-related duties as assigned.  High school diploma or equivalent required.  0–2 years of IT support experience required; 2+ years of experience preferred for field-based responsibilities.  Working knowledge of computer hardware, software, operating systems including Windows, macOS, and Linux, ticketing systems, and remote support tools.  General understanding of network protocols, technical troubleshooting methods, and ITIL practices.  Strong analytical and problem-solving skills with the ability to troubleshoot a variety of technical issues.  Strong communication and customer service skills, including the ability to explain technical information to non-technical users.  Ability to work independently in office, casino, and field environments and travel regularly between properties, including nighttime driving.  Valid driver's license required.  Ability to obtain and maintain required gaming licensure.  CompTIA A+, ITIL, or similar technical certifications preferred.  For more than two decades, Cherokee Casino has been Oklahoma’s premier destination for gaming, live entertainment and extraordinary experiences. The brand currently owns and operates nine properties across Northeastern Oklahoma. Each features its own unique offerings yet all share in Cherokee Casino's commitment to quality.   Guests can enjoy slots and table games, multiple hotels, a delicious array of dining options, live entertainment from local and national acts, horse racing, golf, a KOA campground, meeting and event space, and monthly promotions. Cherokee Casino also offers players impressive perks and benefits through One Star Rewards. As the brand continues to expand its offerings and footprint, Cherokee Casino 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.