IT SERV TECH - III

Seminole Hard Rock Hotel & Casino • Okeechobee, FL

80d

About The Position

The Seminole Tribe operates several casinos and is recognized for its innovation in gaming. The Seminole Brighton Bay Hotel & Casino offers a vibrant work environment where employees are treated like rock stars. The position involves maintaining, analyzing, troubleshooting, and repairing networking and computer systems, as well as providing tier 3 support and training to junior staff. The role requires a commitment to exemplary guest service and adherence to established operational policies.

Requirements

• Minimum 3 years in a technical support role.
• 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 or 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.
• Provides 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.
• Provides support and training to users within established guidelines.
• Collaborates with IT team members to ensure 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees