Qureos Mentor

Forest County Potawatomi

<div><p><b>Summary</b></p>
<p>
The Support Analyst I with Security focus plays a critical role in providing frontline technical support and customer service while actively supporting the organization&rsquo;s cybersecurity posture. Supporting a medium-sized enterprise with over 30 subsidiaries under a shared IT service model, this role serves as the primary point of contact for employees experiencing IT-related issues. In addition to troubleshooting hardware, software, access, and connectivity problems, the analyst assists with security monitoring, secure account handling, risk awareness, and escalation of potential security incidents. Success in this role requires meeting ITIL KPIs, knowledge sharing, strong communication skills, a customer-first mindset, and an interest in cybersecurity and continuous learning.</p>
<p><b>
Key Responsibilities</b></p>
<p><b>
Customer Support and Service Delivery</b></p>
<ul>
<li>Serve as the first point of contact for inbound IT support requests via ticketing system, phone, and remote support tools.</li>
</ul><ul><li>Troubleshoot and resolve hardware, software, network connectivity, access, and endpoint issues.</li>
</ul><ul><li>Document incidents, service requests, and resolutions in the IT Service Management (ITSM) platform.</li>
</ul><ul><li>Communicate clearly with users regarding request status, resolution steps, and ETAs.</li>
</ul><ul><li>Escalate thoroughly documented tickets and resolve within Service Level Agreements (SLA).</li>
</ul><ul><li>Meet defined service metrics including Mean Time to Resolution, first contact resolution, and customer satisfaction.</li>
</ul><ul><li>Empower users with KB documentation and share knowledge with the IT team to operationalize the support of our technologies and processes.</li>
</ul><ul><li>Support onboarding and offboarding processes, as well as other routine operational tasks.</li>
</ul><ul><li>Maintain accurate documentation of IT assets, support procedures, and troubleshooting steps.</li>
</ul><ul><li>Provide data and insights to support trend analysis, coaching, and service improvement efforts.</li>
</ul>
<p><b>Security and Risk Awareness</b></p>
<ul>
<li>Assist with monitoring and triaging security alerts from endpoint protection, email security, identity, and monitoring tools.</li>
</ul><ul><li>Assist with delivery of security awareness activities such as phishing follow-ups and onboarding guidance.</li>
</ul><ul><li>Perform secure account management tasks including password resets, MFA support, and access validation.</li>
</ul><ul><li>Support patching activities, vulnerability remediation efforts, and routine audit evidence collection.</li>
</ul><ul><li>Apply least privilege and security-by-design principles when resolving end-user issues.</li>
</ul><ul><li>Reinforce data privacy, acceptable use, and security best practices during user interactions.</li>
</ul>
<p><b>Incident and Operations Support</b></p>
<ul>
<li>Identify and escalate suspected security incidents, phishing attempts, or anomalous behavior following defined procedures.</li>
</ul><ul><li>Participate in incident response activities for high-priority outages or security-related events.</li>
</ul><ul><li>Coordinate support with escalation teams, security staff, and vendors as required.</li>
</ul><ul><li>Monitor systems and dashboards for alerts or anomalies and notify appropriate stakeholders.</li>
</ul><ul><li>Identify recurring issues and contribute to continuous improvement of IT and security processes.</li>
</ul>
<p><b>Required Skills and Qualifications</b></p>
<p><b>
Soft Skills</b></p>
<ul>
<li>Excellent written and verbal communication skills.</li>
</ul><ul><li>Strong customer service orientation and ability to explain technical concepts to non-technical users.</li>
</ul><ul><li>Ability to prioritize work, manage time effectively, and remain composed in high-volume environments.</li>
</ul><ul><li>Adaptability and willingness to learn new technologies and security practices.</li>
</ul><ul><li>Collaborative team player with strong problem-solving abilities.</li>
</ul>
<p><b>Technical Skills and Experience</b></p>
<ul>
<li>1&ndash;2 years of experience in a help desk, technical support, internship, or equivalent IT environment.</li>
</ul><ul><li>Working knowledge of Windows desktop environments, Microsoft 365, and identity platforms (Active Directory or Entra ID).</li>
</ul><ul><li>Knowledge of cybersecurity concepts including MFA, data privacy, and endpoint security.</li>
</ul><ul><li>Familiarity with NIST 800-171, NIST CSF, CIS Controls, and the MITRE ATT&amp;CK knowledge base.</li>
</ul><ul><li>Scripting exposure in PowerShell or Python.</li>
</ul><ul><li>Demonstrated interest in cybersecurity, shown through cybersecurity training like: cybersecurity college coursework, TryHackMe or Hack The Box progression, or documented participation in CTF events or security clubs.</li>
</ul><ul><li>Exposure to SIEM platforms, EDR tools, and ticketing systems such as ServiceNow, Freshservice, or HaloITSM.</li>
</ul>
<p><b>Educational Requirements</b></p>
<ul>
<li>Associate degree in Information Technology, Computer Science, Cybersecurity, or related field.</li>
</ul><ul><li>Relevant completed or actively pursued certifications such as CompTIA Network+ or Security+.</li></ul></div>

IT Support Analyst I - Security Potawatomi Ventures

<div><p><b>Here&rsquo;s what you&rsquo;ll be doing:</b></p>
<ul><li>General department administrative duties.</li></ul>
<ul><li>Answer telephones, take messages or transfer calls, and provide information to callers.</li></ul>
<ul><li>Fingerprinting of all gaming licenses for license and badge holders.</li></ul>
<ul><li>Organize, maintain, and update databases, department information systems and files.</li></ul>
<ul><li>Gaming license printing as needed to include new hire orientations.</li></ul>
<ul><li>Employee transfer tracking.</li></ul>
<ul><li>Coordinate information sharing with Casino HR Department.</li></ul>
<ul><li>Organize and maintain all incoming information, e-mails, documents, and records to the Licensing Division.</li></ul>
<p><b>
What you&rsquo;ll need to be successful:</b></p>
<ul><li>High School Diploma or equivalent.</li></ul>
<ul><li>Two years&rsquo; related experience.</li></ul>
<ul><li>Computer skills including proficiency in Microsoft applications to include Word, Excel, Outlook.</li></ul>
<ul><li>Apply for and maintain Gaming License issued by the Forest County Potawatomi Gaming Commission.</li></ul>
<ul><li>Must successfully pass all applicable background checks and drug screens</li></ul>
<p><b>
Benefits you&rsquo;ll love:</b></p>
<ul><li>Approximately 5 weeks of paid time off annually</li></ul>
<ul><li>3 weeks of paid holidays</li></ul>
<ul><li>Premium free health insurance</li></ul>
<ul><li>Flexible spending accounts</li></ul>
<ul><li>Short term disability</li></ul>
<ul><li>Life insurance</li></ul></div><p></p>

Administrative Support I- Gaming Milwaukee

<div></div><div><div><div><p><b>Here&rsquo;s</b><b> what </b><b>you&rsquo;ll</b><b> be doing:</b></p>
</div>
<div><ul><li>Provides daily work guidance and serves as the first point of escalation for Central Scheduling/Registration Clerks on scheduling, registration, check-in/check-out, documentation, and customer service questions.</li>
<li>Performs core Central Scheduling/Registration Clerk duties as needed to maintain service levels, including in-person/phone support, appointment scheduling, registration, and follow-up calls.</li>
<li>Supports consistent adherence to policies and workflows, including completion and scanning of required notices/forms into the EHR.</li>
<li>Ensures accurate capture of revenue‑cycle critical information such as insurance card scanning, verification of changes, and collection of required demographics.</li>
<li>Assists with insurance eligibility verification using payer portals and routes coverage or coordination‑of‑benefits issues to appropriate resources.</li>
<li>Supports time‑of‑service collections (copays, prior balances, payment plans) and assists with accurate payment posting and end‑of‑shift reconciliation.</li>
<li>Monitors assigned EHR worklists and supports timely, appropriate follow‑up actions.</li>
<li>Coordinates communication and collaboration with Care Teams, Financial Services, Billing, and Accounts Receivable to ensure accurate information flow and issue resolution.</li>
<li>Assists with training Central Registration Clerks, maintaining job aids and scripts, and providing coaching on Athena/Dentrix workflows and service standards.</li>
<li>Helps identify workflow gaps, participates in process improvement efforts, tracks operational/quality metrics, and fosters a respectful, team‑oriented environment.</li>
</ul>
<p><b>What </b><b>you&rsquo;ll</b><b> need to be successful:</b></p>
</div>
</div><div><div><ul><li>High School Diploma or Equivalent</li>
</ul></div><div><ul><li>At least two years of experience in healthcare registration, scheduling, billing, or health insurance processing, required.</li>
</ul></div><div><ul><li>Demonstrated ability to provide excellent customer service and communicate clearly in person, by phone, and in writing.</li>
</ul></div><div><ul><li>Strong attention to detail with the ability to accurately enter and maintain patient information in an Electronic Health Record system.</li>
</ul></div><div><ul><li>Proficiency with Microsoft Office (Outlook, Word, Excel) and comfort learning new systems (e.g., Athena, Dentrix, OnBase) as applicable.</li>
</ul></div><div><ul><li>Ability to train peers, provide constructive feedback, and support a team environment in a fast-paced setting.</li>
</ul></div><div><ul><li>Ability to work effectively within a culturally diverse community.</li>
</ul></div><div><ul><li>Ability to operate general office equipment (copiers, scanners, fax, multi-line phone system, and credit card machines).</li>
</ul></div><div><ul><li>Must be dependable and able to flex work hours as needed to support front line operations.</li>
</ul></div><div><ul><li>Must successfully pass all applicable background checks and drug screens.</li>
</ul></div><div><ul><li>FCP complies with CDC vaccine and testing recommendations for healthcare professionals. Proof of immunizations is required and immunizations/testing provided upon hire.</li>
</ul>
</div> <div><p><b>Preferred Qualifications:</b></p>
</div>
<div><ul><li>Associate&rsquo;s degree in business administration, healthcare administration, or related field.</li>
<li>One year of direct leadership experience.</li>
</ul>
</div></div><div><div><p><b>Benefits </b><b>you&rsquo;ll</b><b> love:</b></p>
<ul>
<li>Approximately 5 weeks of paid time off annually</li>
<li>3 weeks of paid holidays</li>
<li>Premium free health insurance</li>
<li>Flexible spending accounts</li>
<li>Short term disability</li>
<li>Life insurance</li>
<li>401k with match</li></ul></div></div></div><div></div>

Central Scheduling Registration Team Lead

Join Forest County Potawatomi and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Forest County Potawatomi

About Company

IT Support Analyst I - Security Potawatomi Ventures

Administrative Support I- Gaming Milwaukee

Central Scheduling Registration Team Lead