Technology Operations Analyst - IT Operations & Support

About the role

The IT Operations Analyst I monitors systems and responds to system alerts, answers calls received at the Service Desk, and addresses emails received into the operational mailbox. This role involves installing software on computers and troubleshooting application and network issues in a multi-domain Active Directory environment across a global WAN. When system outages occur, the analyst sends email reports and/or updates, updates ticket notes, and escalates cases according to established guidelines.

Operations Center and Service Desk responsibilities

• Answer phone calls coming into the IT Operations Center
• Provide Level I / II support and achieve a first call resolution rate greater than or equal to 70%
• Log calls into the ServiceNow IT Service Management ticketing system
• Communicate status of requests to customers, as needed
• Log and dispatch incidents and support requests
• Monitor and process tickets from the ticketing system and e-mail queue
• Monitor, interpret, and address system events displayed in the NOC
• Create and maintain Active Directory and other application accounts
• Maintain departmental knowledge base and contribute to current documents
• Escalate incidents to senior technicians and management as required
• Open requests for service with third-party service providers
• Communicate major incidents to impacted parties and send outage alerts
• Operate and exercise procedures according to established operational policies and procedures

Requirements

• A minimum of two years of experience in the IT industry required
• Experience in the technology field for hotels or gaming resorts preferred
• Must be available to work different shifts that will include nights and weekends
• Two or more years of professional experience in PC/server/network architecture and operations
• Proficient in the support of Windows 7 and Windows 10 operating systems
• Proficient in the support of Office 2016 and Office 365
• Two or more years of professional experience with gaming systems, POS, Hotel PMS, ERP, and audio video systems
• A bachelor's degree in computer science, or equivalent related technical experience, preferred
• A+, N+, or MCP certifications preferred
• ITIL certified preferred

Qualifications

• Excellent verbal and written communication skills — must be able to articulate technical information at the end-user level
• Excellent telephone skills
• Strong problem-solving skills
• Detail-oriented
• Ability to work independently with little supervision