Technical Services Technician

Requisition #: 2024-1234

About the role

The incumbent in this position configures, installs, monitors, and maintains Mohegan Sun users’ desktop software and hardware. Provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations. Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video/media players, patron-facing kiosks, and hotel room technologies. Supports various event setups and office moves. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes. Provides technical support and guidance through Tier II support and escalates issues to other Tier II or Tier III resources based on escalation procedures.

Responsibilities

• Implement technical service uptime restorations and troubleshooting procedures for identifying, testing, and diagnosing computer system and peripheral equipment failures.
• Identify and troubleshoot abnormalities to resolution using a range of diagnostic tools.
• Conduct problem analysis and provide management, team members, Subject Matter Experts (SMEs), or contracted vendors pertinent information based on established escalation procedures.
• Effectively and efficiently utilize the ticket management system (Manage Engine) for recording, routing, escalating, and analyzing customer service calls.
• Assist in the development of standards for client technologies (e.g., desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training, and total cost of ownership.
• Work with peers, management, and vendors to provide root cause analysis.
• Author and peer-review knowledgebase articles documenting fault root causes and their respective resolutions.
• Create and maintain troubleshooting and operational documentation.
• Provide and receive cross-discipline training to ensure maximum availability of systems.
• Communicate effectively verbally and in written form.
• Ensure Service Level Objectives are met.
• Configure, install, monitor, and maintain users’ hardware when called upon by direct supervisor.
• Execute a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor.
• Provide on-site training for users as needed.
• Enforce privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Requirements

• Associate’s Degree in Computer Science, Engineering, Business, or a related field OR High School Diploma or equivalent and two years of progressive Information Technology experience in a large-scale, dynamic, and fast-paced client technologies or customer service environment.

Skills

• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Strong written skills as demonstrated in providing detailed information in ticketing systems.
• Basic root cause analysis of technology solutions.
• Ability to follow specified checklists or procedures without unnecessary deviation.

Training Requirements

• Knowledge of Mohegan Sun corporate and department policies and procedures.
• Mohegan Sun project management process and methodology.
• Mohegan Sun timesheet categories and guidelines.
• Mohegan Sun Application Information Summaries and application escalation procedures.
• Mohegan Sun incident report and escalation tool (ManageEngine).
• Mohegan Sun application and system knowledgebase (HPK).
• Customer service training and skills.

Physical Demands and Work Environment

• Office work environment.
• Must sit in front of a computer screen for extended periods of time.
• Must be able to work various shifts and flexible hours.