Field Tech Specialist II

Golden Entertainment•1007 Pahrump Nugget Hotel & Casino, NV

22h

About The Position

The Field Tech Specialist II (described in the posting as a Deskside Services Technician II) is part of the IT operations team and provides frontline technical support to field offices and business locations. The role delivers, installs, maintains, and troubleshoots equipment and systems to support reliable, secure technology operations and provide effective service to users and guests. The position supports end users with hardware, software, audio/visual, network cabling, and telephone systems. It documents work in ticketing, purchasing, technical-support, and inventory systems; coordinates with vendors and internal IT teams; monitors hardware lifecycle and replacement needs; and helps maintain secure desktop environments. The role requires schedule flexibility, including availability for shifts, weekends, holidays, and overtime as assigned, as well as occasional travel. The work may take place indoors or outdoors in smoky or noisy conditions. Physical activities include regularly standing and walking, frequent desk or computer work, occasional lifting or pushing/pulling up to 35 pounds, and occasional squatting, kneeling, reaching, bending, and twisting. The position requires the ability to communicate and hear in person and by telephone, distinguish shades of color, and use tools or equipment requiring a high degree of dexterity. A high school diploma or equivalent is required, and the employee must be at least 21, legally authorized to work in the United States, communicate effectively in English, have reliable transportation, and obtain and maintain required work cards.

Requirements

One year with Golden Entertainment IT, or six months in Deskside Services, or 1–3 years of related IT experience.
High school diploma or equivalent.
At least 21 years of age.
Effective spoken and written English communication skills.
Reliable transportation; occasional travel is required.
Availability to work all shifts, including weekends and holidays, as assigned, and to work overtime or adjust schedules as needed.
Must obtain and maintain all work cards required by the company; the posting lists a driver’s license and a 10-year DMV history report.
Must be legally authorized to work in the United States.
Strong technical troubleshooting skills across computer, audio/visual, and telecommunications systems.
Ability to prioritize work and clearly communicate plans and progress.
Excellent interpersonal, organizational, and customer service skills.
Professionalism and confidentiality.
Physical ability to occasionally push, pull, lift, or carry up to 35 pounds; occasionally squat, kneel, reach, bend, or twist; regularly stand and walk; and use tools or equipment requiring a high degree of dexterity.
Ability to communicate and hear speech or other sounds in person and by telephone, and distinguish between shades of color.

Nice To Haves

Prior experience in a casino, hospitality, or guest-facing environment.
Familiarity with telecommunications systems such as Avaya/Mytel, IP Telephony, SDD Jazz Call Accounting, or FCS Voicemail.
Experience with A/V systems such as Crestron and SoundWeb control systems.
Knowledge of IT service desk practices, the ITIL framework, escalation processes, and technical support channels.
Experience in high-security, fast-paced environments requiring strict data confidentiality.
Working knowledge of Microsoft operating systems, Microsoft Office Suite, Adobe software, and enterprise platforms such as Infogenesis, LMS, and gaming systems.
A+ certification.
Network+ certification.
Security+ certification.
Associate degree or higher in Information Technology or a related field.

Responsibilities

Provide prompt, courteous service consistent with the company’s guest service culture.
Deliver and install new or repaired equipment at end-user locations and confirm operational readiness and printing functionality across applications.
Document completed work in work-request and ticketing platforms, purchase records, technical-support logs, and inventory databases.
Route unresolved issues to appropriate team members and coordinate follow-through with the User Support Coordinator.
Identify and resolve performance issues, escalate as needed, and assist colleagues with complex troubleshooting.
Coordinate repair and return of defective equipment with vendors.
Respond to user requests for hardware, software, and technical information, recommending solutions as appropriate.
Partner with service management, application support, and other IT teams to resolve user issues promptly.
Install, configure, repair, and update audio/visual equipment, devices, and related software.
Monitor and track hardware lifecycle and assist with replacement planning and procurement.
Build and assemble equipment using new hardware; dismantle and dispose of outdated systems according to company standards.
Support day-to-day service operations and contribute to service team goals.
Promote secure desktop environments by applying industry best practices and monitoring emerging threats.
Participate in resource planning and identification with team leads.
Follow company policies, procedures, and regulatory standards.
Deliver professional, high-quality customer service with integrity and attention to quality.
Manage multiple tasks and projects in a dynamic environment.
Install, test, and terminate network cables, including 66 blocks, 110 blocks, patch panels, RJ45 jacks, and other standard terminations.
Assist with installation, maintenance, and troubleshooting of telephone systems.
Work overtime and adjust schedules as needed to support business operations.
Comply with applicable gaming laws, company internal controls, policies and procedures, Title 31, and federal regulations when applicable.
Provide timely service to guests and fellow team members in accordance with company guest-service standards.
Perform other duties as assigned.