IT Support Technician I (part time)

About the role

Under direct supervision, provides remote support for all designated Seneca Gaming Corporation entities. This includes but is not limited to hardware, software desktops, servers, networks, telecommunications, and/or the AS/400. Works closely with the Application Support and Technical Services team, management, and vendors to research and resolve more difficult issues. Resolves and escalates technical problems according to standard operating procedures and within defined service levels, including dispatching other IT Support Technicians onsite. Documents, tracks, and monitors problems and resolutions to ensure timely resolution.

Responsibilities

• Assume ownership of technical issues reported by team members and triage to timely resolution.
• Provide support to internal end users to diagnose and resolve hardware and software issues.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Maintain and manage a support log for all activities through a centralized ticketing system.
• Support on-site activities for technicians, customers, events, and vendors.
• Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the technical infrastructure, including desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400).
• Gain an understanding (level 1 troubleshooting) of the technical infrastructure components, including designs, operations, interactions, and troubleshooting, installation, and repair.
• Work with Application Services, Technical Services, and hardware/software vendors to resolve issues, online processing, or application problems.
• Adhere to all standard operating procedures and guidelines.
• Participate in shift turnover (pre-shifts) to ensure timely resolution of problems.
• Work with management to plan and accomplish goals.
• Create and update documentation (knowledge management) relating to job responsibilities.
• Manage desktop/laptop processes for new hires, transfers, and terminations, including imaging and deployment of IT assets.
• Perform system administration functions, including managing team member access for applications.
• Maintain a working knowledge and practical application of information security principles and practices.
• Proactively assess potential risks and vulnerabilities within the environment.
• Maintain a current understanding of all policies and guidelines regarding information security, including the Seneca Gaming Corporation Acceptable Use Policy.
• Provide exceptional customer service to all patrons and communicate in a pleasant, friendly, and professional manner.
• Maintain a professional work environment with supervisors, managers, and staff.
• Meet attendance guidelines and adhere to regulatory, departmental, and company policies.
• Complete all required SGC Training programs within nine (9) months from commencement of employment.
• Attend all necessary meetings.

Requirements

• Must be 18 years of age or older upon employment.
• Associate’s Degree in computer science, management information systems, or one (1) to three (3) years of job experience/coursework in a closely related field is required.
• IT approved Certification is required within twelve (12) months of employment.
• Working knowledge of computer hardware and software, including applications and networking.
• Working knowledge of Microsoft Office, Microsoft Windows, and Networking.
• Working knowledge of mobility services, devices, and applications.
• Working knowledge of Multi-Factor security applications.
• Ability to analyze and resolve problems according to established protocols.
• Ability to stay current with changes and updates in relevant technologies.
• Solid troubleshooting skills to determine and resolve user issues.
• Detail-oriented multi-tasker with the ability to respond quickly to changing priorities in an organized and timely manner.
• Ability to complete high-quality work in a fast-paced environment within designated timeframes.
• Exceptional interpersonal and verbal/written communication skills.
• Strong customer service focus.
• Must be a self-starter and team player who also has the ability to work independently.
• Ability to take initiative, act independently, and anticipate requirements of the management team.

Skills

• Excellent communication skills.
• Ability to write routine correspondence and speak effectively to the public, employees, customers, and vendors.
• Ability to deal effectively and interact well with customers, vendors, and employees.
• Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Resourcefulness in utilizing available resources to resolve issues.
• Good judgment and strong interpersonal skills.
• Team player with strong problem-solving abilities.

Physical Requirements and Work Environment

• The noise level in the work environment is usually moderately loud; on the casino floor, noise levels increase to loud.
• Must be able to work in an environment where smoking is permitted.
• Must be able to stand, walk, and move through all areas of the casino/hotel.
• Must be able to lift a minimum of sixty (60) pounds.
• Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced casino environment and effectively deal with customers, management, employees, and members of the business community.

Pay

Starting rate: $22.00 per hour. Compensation is negotiable based on experience and education.