IT Operations Center Specialist II
About The Position
The Specialist II IT Operations Center role will be responsible for communicating with Boyd Gaming team members, contractors and vendors who require IT assistance to gather the primary information required to troubleshoot and resolve the incident or request. Additional responsibilities include but are not limited to basic system monitoring, resetting passwords, performing basic troubleshooting to ensure IT incidents and requests are resolved as efficiently and accurately as possible. This role will assist the shift manager as required and will act as a backup major incident manager.
Requirements
- High School Diploma or Equivalent
- 18 months prior experience in an IT Help Desk/Support Center environment required.
- Knowledge of basic computer operation and troubleshooting efforts required
- Must speak fluent English
- Ability to type quickly & accurately required
- Proficiency in use of Microsoft Office application suite required
- Ability to obtain gaming license in Nevada as well as other jurisdictions where Boyd conducts business
Nice To Haves
- CompTIA A+ & ITIL Foundation certifications preferred
- ITIL V3 Awareness training preferred
- Typing speed of 50 WPM preferred
- Exceptional customer service, communication and phone etiquette skills
Responsibilities
- Process, prioritize & route incoming requests for IT assistance
- Record all relevant information
- Resolve Tier I Information Technology support requests as per documented procedure and backup the Network & Systems teams with Tier II resolution
- Perform password resets/enable accounts
- Coordinate escalation or referral of tickets
- Analyze alarm conditions presented by various internal management systems and begin triage efforts to assist in troubleshooting the affected application(s) and/or infrastructure(s).
- Provide guidance & assistance to junior team members
- Perform remote software installs & configurations in accordance with documented process
- Monitor basic network & system performance
- Perform basic troubleshooting of network & server related problem & incidents
- Keep supervisor informed about all computer and/or system anomalies.
- Use and maintain knowledge base and other knowledge tools.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
