Technology Service Technician - Information Technology

Essential Duties And Responsibilities

• Provide first-level technical support to team members through phone, ticketing system, email, and in-person requests.
• Troubleshoot and resolve common hardware, software, printer, VPN, Microsoft 365, and account-related issues.
• Configure, deploy, install, and support desktop computers, laptops, mobile devices, monitors, printers, and related peripherals.
• Create, update, and maintain support tickets, ensuring proper documentation and timely resolution.
• Aid with user account administration including password resets, account provisioning, and deprovisioning in accordance with approved procedures.
• Support operating system, application, and security updates as directed.
• Aid senior technicians, system administrators, and network administrators with technology projects and upgrades.
• Perform preventative maintenance on hardware and technology equipment.
• Maintain inventory records for hardware, peripherals, and technology assets.
• Document troubleshooting procedures and contribute to departmental knowledge base articles.
• Escalate complex issues to appropriate IT resources while providing accurate troubleshooting information.
• Maintain computer rooms, IDF/MDF spaces, and technology storage areas in a clean and organized condition.
• Follow all company, regulatory, security, and compliance requirements.
• Perform other duties as assigned.

Knowledge, Skills, And Abilities

• Strong customer service orientation with excellent interpersonal skills.
• Basic understanding of Windows operating systems and Microsoft 365 applications.
• Basic understanding of computer hardware, peripherals, and mobile devices.
• Ability to diagnose and troubleshoot common desktop software and hardware issues.
• Familiarity with ticketing systems and service management concepts.
• Understanding of networking fundamentals including TCP/IP, Wi-Fi, DNS, and DHCP preferred.
• Ability to work independently and as part of a team.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong verbal and written communication skills.
• Demonstrated attention to detail and commitment to customer satisfaction.
• Ability to learn new technologies and support platforms quickly.

Required Minimum Qualifications

• A high school diploma or GED.
• Experience supporting computer hardware, software, and end users.
• Basic knowledge of Windows operating systems and Microsoft Office applications.
• Valid ability to obtain and maintain any required gaming or occupational licenses.
• Must be able to obtain and maintain Ohio Gaming License.
• An associate degree in Information Technology, Computer Science, or related field.
• CompTIA A+ certification or equivalent technical certification.
• Experience with Microsoft 365, Active Directory/Entra ID, ServiceNow, Intune, SCCM, or similar enterprise technologies.
• Experience supporting hospitality, gaming, or service-industry environments.

Physical Requirements

• Ability to sit, stand, and walk for extended periods of time.
• Ability to lift and carry up to 50 pounds.
• Ability to bend, kneel, reach, and work under desks or in equipment rooms.
• Ability to work in office, casino, food and beverage, and entertainment environments as business needs require.