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Form of workJOB TITLE: IT Support Technician I
Job Description:
This position is responsible for supporting the Sahara Las Vegas users, systems, applications, and technology. Support Specialists perform problem determination, issue resolution, and record all trouble situations reported to IT.
Job Focus:
Focus is on, but not limited to the following:
• Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner.
• Provide first-level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate IT staff or service vendors and communicating final resolution to clients and users.
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include first level support for client/user requests, system backups, printing support, routing, and other duties as needed.
• Maintain the latest procedures and documentation for all platforms and devices.
• Perform intermediate technical tasks on all platforms and devices.
• Use the service desk system to track and close all client/user calls/problems reported to IT.
• Ensure all computer/equipment rooms are maintained at prescribed temperature levels and in a clean and orderly condition. Devices should be kept in a ready state at all times.
• Monitor, maintain, and report system, network, and application performance issues. Identify potential threats and issues, create service tickets for tracking, and escalate as needed. Must communicate to shareholders and other IT personal at all steps of the process.
• Participate in department driven projects as directed by department leadership.
• Maintain the confidential nature of matters pertaining to company records, policies, and customer lists.
• Perform all duties in a manner that ensures the IT Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
• Maintain property technology asset inventory.
• Exercise judgement when analyzing problems to determine if it warrants escalation.
• Daily interactions internally:
o Contact property users to provide installation and support of all hardware, software, and server platforms.
o Expected to interact with all grade levels and skill levels of employees in person, remotely, and over the telephone.
o Will participate on teams within the property for new equipment, applications, or procedures.
o Frequent contact with users to provide directions and answers to questions.
o Daily contact with supervisors or more experienced Support Specialists to receive assignments and technical guidance.
• Daily interactions externally:
o Make calls to vendors for support when necessary
o Will work with Support Specialists from other properties to solve problems or participate on teams.
Desired Qualifications:
• One (1) year minimum in an IT technical support role.
• Strong personal computing skills recommended.
• Demonstrated intermediate-level technical skills in all platforms.
• Ability to work in multiple platforms.
• Intermediate knowledge of computer operations and user environments.
• Intermediate-level skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.
• Basic knowledge of network topologies.
• Excellent communication skills.
• Intermediate analytical and problem-solving skills.
• Must have good customer service skills.
• Must be well organized, detail oriented, and be able to perform multiple tasks at one time.
• Available to work in a 24 hour, 7 days a week environment.
• Ability to work in a high-pressure, fast-paced environment.
• A valid Nevada Gaming License is required and must be obtained before entering this position.
• Must be 21 years of age or older.
All IT Team Members will be required to participate in IT "All Hands" events, such as cyber-attacks or other operational events as directed by SLV Management. These may be scheduled or unscheduled events and participation is mandatory as directed by policy. All IT Members agree to maintain a method of monitored communications to receive notifications of emergency All Hands event directives 24/7/365.
This position is designated as a "Key" IT position. All Key IT Team Members will be required to participate in IT "All Hands" events, such as cyber-attacks or other operational events as directed by SLV Management. These may be scheduled or unscheduled events and participation is mandatory. Key IT Members must return from PTO or any other absences as directed by policy. All Key IT Members agree to maintain monitored mobile telephony communications to receive notifications of emergency All Hands event directives 24/7/365.
Job Description:
This position is responsible for supporting the Sahara Las Vegas users, systems, applications, and technology. Support Specialists perform problem determination, issue resolution, and record all trouble situations reported to IT.
Job Focus:
Focus is on, but not limited to the following:
• Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner.
• Provide first-level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate IT staff or service vendors and communicating final resolution to clients and users.
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include first level support for client/user requests, system backups, printing support, routing, and other duties as needed.
• Maintain the latest procedures and documentation for all platforms and devices.
• Perform intermediate technical tasks on all platforms and devices.
• Use the service desk system to track and close all client/user calls/problems reported to IT.
• Ensure all computer/equipment rooms are maintained at prescribed temperature levels and in a clean and orderly condition. Devices should be kept in a ready state at all times.
• Monitor, maintain, and report system, network, and application performance issues. Identify potential threats and issues, create service tickets for tracking, and escalate as needed. Must communicate to shareholders and other IT personal at all steps of the process.
• Participate in department driven projects as directed by department leadership.
• Maintain the confidential nature of matters pertaining to company records, policies, and customer lists.
• Perform all duties in a manner that ensures the IT Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
• Maintain property technology asset inventory.
• Exercise judgement when analyzing problems to determine if it warrants escalation.
• Daily interactions internally:
o Contact property users to provide installation and support of all hardware, software, and server platforms.
o Expected to interact with all grade levels and skill levels of employees in person, remotely, and over the telephone.
o Will participate on teams within the property for new equipment, applications, or procedures.
o Frequent contact with users to provide directions and answers to questions.
o Daily contact with supervisors or more experienced Support Specialists to receive assignments and technical guidance.
• Daily interactions externally:
o Make calls to vendors for support when necessary
o Will work with Support Specialists from other properties to solve problems or participate on teams.
Desired Qualifications:
• One (1) year minimum in an IT technical support role.
• Strong personal computing skills recommended.
• Demonstrated intermediate-level technical skills in all platforms.
• Ability to work in multiple platforms.
• Intermediate knowledge of computer operations and user environments.
• Intermediate-level skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.
• Basic knowledge of network topologies.
• Excellent communication skills.
• Intermediate analytical and problem-solving skills.
• Must have good customer service skills.
• Must be well organized, detail oriented, and be able to perform multiple tasks at one time.
• Available to work in a 24 hour, 7 days a week environment.
• Ability to work in a high-pressure, fast-paced environment.
• A valid Nevada Gaming License is required and must be obtained before entering this position.
• Must be 21 years of age or older.
All IT Team Members will be required to participate in IT "All Hands" events, such as cyber-attacks or other operational events as directed by SLV Management. These may be scheduled or unscheduled events and participation is mandatory as directed by policy. All IT Members agree to maintain a method of monitored communications to receive notifications of emergency All Hands event directives 24/7/365.
This position is designated as a "Key" IT position. All Key IT Team Members will be required to participate in IT "All Hands" events, such as cyber-attacks or other operational events as directed by SLV Management. These may be scheduled or unscheduled events and participation is mandatory. Key IT Members must return from PTO or any other absences as directed by policy. All Key IT Members agree to maintain monitored mobile telephony communications to receive notifications of emergency All Hands event directives 24/7/365.
