IT Lead Technician

Gun Lake Tribal Gaming•Wayland, MI

3d•Onsite

About The Position

The IT Tech Lead is responsible for leading tech projects, managing user account creation, overseeing company cell phones, and serving as a mentor for other IT technicians. This role does not include supervisory responsibilities but focuses on providing technical leadership and support within the casino's IT department. At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings: Love, Truth, Respect, Bravery, Honesty, Wisdom, and Humility.

Requirements

Eight (8) years of experience in a technical support position.
Must be at least 21 years of age.
Associates degree preferred, relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are beneficial.
Proficiency in troubleshooting and resolving IT issues across a range of hardware, software, and networking systems.
Familiarity with remote support tools for providing assistance to end-users.
Knowledge of Active Directory, group policies, and user account management.
Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN.
Strong leadership and interpersonal skills, with the ability to motivate and mentor team members.
Excellent communication skills to interact with users, other IT staff, and management to understand and address technical issues effectively.
Ability to lead by example and foster a positive and collaborative work environment within the helpdesk team.
Dedication to delivering excellent customer service and ensuring a positive support experience for end-users.
Empathy and patience in dealing with end-user inquiries, technical issues, and troubleshooting challenges.
Ability to communicate technical concepts in non-technical terms to end-users with varying levels of technical proficiency.
Proactive approach to identifying recurring issues and implementing preventive measures.
Strong analytical and problem-solving abilities for diagnosing complex IT issues and identifying root causes.
Capacity to think critically and logically under pressure to resolve incidents and minimize downtime.
Experience in incident and problem management processes, including incident classification, prioritization, and escalation.
Experience in a gaming or hospitality environment preferred.
Understanding of regulatory requirements in the gaming industry and the ability to ensure compliance through IT support processes and procedures.
Understanding of computer hardware components including CPUs, RAM, storage devices (HDDs, SSDs), motherboards, and peripherals such as monitors, keyboards, and mice.
Familiarity with networking hardware including routers, switches, access points, and cabling infrastructure.
Experience with hardware installation, maintenance, and upgrades.
Understanding of audiovisual equipment such as displays, projectors, and sound systems.
Proficiency in operating systems such as Windows, macOS, and possibly Linux, including installation, configuration, and troubleshooting.
Experience with casino management systems (CMS) software used for player tracking, accounting, and reporting a plus.
Experience with ticketing systems (e.g., Jira, ManageEngine, Ninja) for incident management and tracking.
Knowledge of remote desktop software for providing remote support to users.
Proficiency in productivity software such as Microsoft Office suite (Word, Excel, PowerPoint) for documentation and reporting.
Experience with point-of-sale (POS) systems.
Familiarity with specialized gaming software for slot machines, table games, and other gaming platforms a plus.
Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers, and symbols.
Ability to read, write and input data into the computer.
Must have the manual dexterity to operate job-related equipment.
Must have the ability to access all properties and areas.
Ability to sit a computer for long period of time.

Nice To Haves

Associates degree preferred
relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are beneficial.
Experience with casino management systems (CMS) software used for player tracking, accounting, and reporting a plus.
Familiarity with specialized gaming software for slot machines, table games, and other gaming platforms a plus.

Responsibilities

Provide leadership and guidance to the IT Technicians team, including mentoring team members, assigning work tickets, and monitoring progress.
Foster a collaborative and productive work environment, promoting teamwork and knowledge sharing among team members.
Ensure adherence to best practices, standards, and security protocols in daily tech operations and work with leadership to make adjustments where needed.
Collaborate with project teams to provide technical expertise and support throughout the implementation, deployment, and facilitate a smooth transition from project team to support.
Communicate project status updates, issues, and resolutions to keep stakeholders informed.
Provide escalated technical support and troubleshooting assistance to resolve complex IT issues and incidents.
Serve as a point of contact for resolving critical incidents and service interruptions, coordinating response efforts and communication with stakeholders.
Develop and maintain knowledge base articles, documentation, and standard operating procedures to facilitate efficient problem resolution and knowledge transfer.
Evaluate vendor products and services, including hardware, software, and cloud solutions, to support business requirements.
Assist with negotiation of contracts and pricing terms with vendors ensuring cost-effectiveness and service quality.
Establish and maintain relationships with key vendors, managing vendor performance and addressing issues or concerns as needed.
Identify opportunities for process improvement and optimization in IT operations, recommending and implementing enhancements to increase efficiency and effectiveness.
Conduct post-implementation reviews and lessons learned sessions to capture feedback and insights for future improvement initiatives.
Stay abreast of technological advancements and industry trends, participating in training, certifications, and knowledge-sharing activities to enhance skills and capabilities.
Lead efforts to investigate root causes, implement corrective actions, and prevent future incidents from occurring.
On-time completion of software access requests for new user setups, additional access requests, and removal of access upon termination notice.
Assist with the management and support of company issued mobile devices.