The IT Service Technician II role is to support and maintain in-house computer systems, desktops, peripherals, applications, and monitoring systems’ health. The person will troubleshoot problem areas in a timely and accurate fashion, and document issues thoroughly and accurately in the ticketing system. The Tech II is expected to act as an escalation point for the Tech I. Technicians will provide end-user support in person or via the phone as required.
Responsibilities
ESSENTIAL FUNCTIONS: (These functions are intended as a general illustration of the work performed in this job classification and are not all-inclusive for this position)
• Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts, and network issues. Refers problems to the appropriate person when IT Technician’s best efforts cannot resolve issues. • Assists with maintaining a current inventory of system platform servers and their peripherals, and network communication devices including hardware and software releases for all. • Provide second-level support for team members with higher system profile. • Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts, and network issues. • Refers problems to the appropriate person when IT Service Technician’s best efforts cannot resolve. • Assist in preparing, maintaining, and upholding procedures for IT operations. • Accurately document instances of application and hardware failures. • Install, configure, test, maintain, monitor, and troubleshoot end-user technology, networked peripheral devices, and networking hardware products. • Act as a liaison between vendors and other property departments to escalate any vendor's hardware and application support. • Receive and respond to incoming calls and/or e-mails regarding technology problems. • Support and train new service tech I and assist service tech III for any IT assigned projects.
Qualifications
EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis)
• High School Diploma or equivalent required. BS preferred. • Minimum of six (6) months of information technology experience in a gaming and hospitality environment required. • Must possess skill in Microsoft Office, specifically Word, Excel, PowerPoint, Visio, Project, and One Note. • Must hold a TRIBAL GAMING LICENSE or can obtain one. • Strong and clear communication skills. • Strong troubleshooting skills and be self-sufficient. • Work schedule flexibility. • Must be at least twenty-one (21) years of age. • Wide range of hardware and software knowledge.
• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office, Windows Desktop Operating Systems, MS Outlook & PC hardware configuration skills. • Working technical knowledge of current network protocols, operating systems, and standards. • Minimum of one (1) year of Information Systems experience or college-level course work. • A+ Certification is highly desirable.
WORK ENVIRONMENT:
• The Casino environment is hectic, fast-paced, and often crowded and noisy. May be exposed to casino-related environmental factors including, but not limited to, secondhand smoke, excessive noise, and constant exposure to the general public. • Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
Additional Details
CLOSING: The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.
