Senior Systems Analyst

SPECIFIC DUTIES AND RESPONSIBILITIES

• Responds to telephone help calls and ensure that all client/user support calls and service requests are handled or escalated in a timely manner.
• Supervises IT System Analysts as needed when the Manager/Director is off-property.
• Provides second-level and advanced 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 I.T. 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 second-level support for client/user requests, system backups, printing, routing, and other duties.
• Maintain the latest procedures and documentation for all platforms.
• Perform advanced technical tasks on all platforms.
• Use the service desk ticketing system to track and close all client/user calls/problems reported to I.T.
• Ensures the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
• Provides one-on-one training for all support staff and clients/users.
• Guides and instructs assigned personnel in the proper performance of their duties. Provide input to the department management on the performance of IT Technicians.
• Involve other staff members in the completion of projects as a training tool.
• Assists in development of internal procedures and ensures that all procedures that support the property’s computer systems are performed according to standards.
• Performs tasks at the direction of department management.
• Monitor system performance and report issues as necessary.
• Assist department management with department-driven or property-driven projects.
• Maintains the confidential nature of matters pertaining to company records, policies, and customer lists. Ensure reports containing sensitive data as determined by management are shredded.
• Keeps abreast of current trends and technologies in the industry.
• Maintains a log of all system downtime and report all extended downtime to the supervisor and/or manager.
• Performs all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
• Maintains property technical asset inventory.
• Assists in the preparation of the weekly work schedules for all support staff and all shifts in the department.
• Responsible for administration of but not limited to O365 Admin portal, SharePoint, Active Directory, DNS, DHCP, GPO, Windows Servers, vCenter, Cisco phones, Oasis360, Everi Loyalty, Micros EMC, Cisco Network.

EDUCATION, TRAINING, AND EXPERIENCE

• Two to three years of experience as an IT Analyst/Support
• Ability to provide verbal & written communication
• Experience with Personal Computers and software is mandatory
• Prior background in cabling of computer devices
• Ability to communicate with Team members and guests
• Ability to be a TEAM player
• Ability to successfully fulfill the pre-employment process
• Ability to work flexible shifts and days of the week including holidays
• Ability to obtain and maintain all necessary licensing
• Degree in related field or equivalent combination of work experience and education is preferred.