IT Serv Tech - III

Seminole Gaming•Okeechobee, FL

About The Position

SUMMARY: Maintains, analyzes, troubleshoots, and repairs networking, computer systems/peripherals, telcom and cellular devices. Documents, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Utilizes experience and judgment to plan and accomplish goals with limited supervision. In addition, leads projects, provides training / support to Service Tech I/II, and oversees the Service Desk, including tier 3 support.

Requirements

Minimum 3 years in a technical support role and bachelor degree in Information Technology or industry equivalent.
Technical certifications or industry equivalent required.
Professional written and verbal communications skills.
Friendly and service-oriented.
Able to work any shift.
Able to work in isolation for a full shift.
Current Driver's License and reliable transportation.

Responsibilities

Maintains existing IT standards and best practices.
Analyzes data to identify trends requiring modifications / additional IT standards and best practices.
Assists systems / networking team.
Provides tier 3 support for complex technical issues.
Delivers training, support and mentoring to IT Service Tech I & II.
Administers Service Desk work orders for quality assurance.
Leads projects to successful completion.
Provide exemplary guest service to internal and external guests.
Responds to phone calls and emails from Casino systems users with questions or issues related to the use of hardware, peripherals and software.
Determines the true nature and scope of an issue utilizing established troubleshooting procedures.
Provide support and training to users within established guidelines.
Collaborates with IT team members to insure efficient operation of Seminole Gaming technology.
Follows established Work Flow processes for Service Desk, task assignments and escalations.
Completes assignments within established SLA’s and project deadlines.
Communicates system issues and incidents to impacted parties as instructed by task leads/department head.
Performs and documents duties according to established operational policies and procedures (SOP).
Adheres to defined SOPs, departmental, property and organizational policies.
Must be available to work different shifts including nights, weekends and holidays.
Other duties as assigned.
Must adhere to the Seminole Tribe's Policies and Procedures.
Must be able to use common hand tools and electronic test equipment to troubleshoot, diagnose, and repair issues with computers, peripherals, and computer software
Must be able to work with members of the Technical Staff and Management in a fast-paced environment to identify, isolate and resolve hardware and software issues.