It Support Technician Ii

OBJECTIVE:
Assist senior technical staff in the installation, configuration, support of network servers, and other associated equipment. Included are multiple on-line network systems, auxiliary consoles and peripheral equipment on electronic computer systems. Provide support to the phone system and switch configuration, along with all application based software and setups. Troubleshooting and initiates repairs for all hardware, software, telecommunications, and mobile devices. Be able to work independent with less detailed supervision.
DISTINGUISHING CHARACTERISTICS:
The IT Support Technician Level II performs research and documentation on installs and troubleshooting. Able to perform a variety of technical/operational duties. Provide direction and training to level 1 technicians. Provide 7x24 hour on-call support while on on-call rotation.
ESSENTIAL FUNCTIONS:
Duties:

1. Help Desk phone and email support, which includes listening and responding to user inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide user satisfaction.
2. Process all IT Requests for new users including workstations, printers, phones, and other peripheral equipment, loading all necessary software.
3. Experience terminating/making Cat5e/6 network/phone cables.
4. Performs back-up, recovery and systems monitoring.
5. Monitors and works all tickets in the incident tracking system.
6. Assists customers and resolves problems with computer hardware and software.
7. Coordinates and schedules work with vendor service providers.
8. Maintain, research, create, review, and update documentation.
9. May be assigned as a lead on Operations projects.
10. Build and install hardware based on build/deployment procedures.
11. Create and terminate user's accounts from start to finish in all business applications.
12. Familiar with imaging, VPN, VNC, and RDP.
13. Setup, Maintain, and mobile devices.
14. Setup, maintain, and change phones in our phone system, ACD, voicemail, and third party applications.
15. Setup, maintain software, and users in Door security application.
16. Provide direction and training to level 1 technicians.
17. Mentor technician I staff in day to day aspects of the property.

Knowledge of:

1. Windows operating systems
2. PC hardware architecture
3. Basic Networking
4. Microsoft Office and Casino Apps such as LMS, Info Genesis, Synkros, and others.
5. Telecommunications
6. Mobile devices.

Ability to:

1. Communicate clearly and concisely with others, orally and in writing, in a professional manner.
2. Follow instructions, orally and in writing
3. Ability to work independently
4. Follow policies and procedures.

MINIMUM QUALIFICATIONS:

1. Excellent oral and written communication skills are required.
2. Ability to read, write and speak English at a level necessary for satisfactory job performance.
3. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulatory requirements.
4. Ability to establish and maintain effective, cooperative working relationships.
5. Ability to work effectively with minimal supervision.
6. Must be able to manage several different tasks at once.
7. Knowledge of telecommunications.
8. Knowledge of networking.
9. Demonstrate aptitude for continuous learning and innovative thinking.
10. Must have flexible availability.

REQUIRED EXPERIENCE:

1. Ability to obtain/renew all government required licenses or certifications.
2. Experience related to Helpdesk, or other job related work experience (minimal).
3. Technical training certificates desired.

Note: The level at which initial appointments to the class of IT Support Technician II are made, and advancement from the lower to the higher level of this class are at the discretion of the appointing authority, providing the minimum qualifications are met.
TYPICAL WORKING CONDITIONS:
Works in various environments: (Office, outdoors, heights, and confined spaces).
TYPICAL WORK HOURS:
May be required to work irregular hours including Day, Swing, Grave Yard shifts, and shifts in excess of 10hrs.
Will be on an on call rotation.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
Lift (to a height of 6 ft.), move, carry materials (to a height of 4 ft.) or carry reports and supplies weighing a maximum of 50 lbs. on an intermittent basis.
Grasp, bend, stoop, reach, and kneel, climb a ladder, walk/stand/sit for duration of shift, walking up to 4 miles during an 8-10 hour shift.