IT SUPPORT SPECIALIST - 2nd Posting
About The Position
The IT Support Specialist position is a critical role responsible for supporting the day-to-day operations of the MCR-IT Help Desk and technical support services. This individual ensures the timely resolution of technical issues affecting gaming, hospitality, and administrative operations while maintaining high service availability and meeting established Service Level Agreements (SLAs). This position also maintains the integrity of the IT inventory through an established asset-tracking and checkout system, and ensures the safe maintenance of infrastructure equipment, including the operation of specialized hardware for elevated access.
Requirements
- Demonstrated a good work record in previous positions.
- Must be able to identify basic IT concepts including familiarity with ITSM.
- Experience with Windows OS, Microsoft 365, and Active Directory.
- Familiarity with gaming and POS systems (e.g., Light & Wonder, Oracle/Symphony).
- Strong technical and problem-solving skills
- Must be at least twenty-one (21) years of age and able to withstand a thorough background check.
- Must not have been convicted of shoplifting or stealing within the past five (5) years.
- Must be approved for and maintain a valid gaming license.
- Exceptional communication and interpersonal skills
- Strong organizational skills and attention to detail.
- Ability to work collaboratively with diverse teams.
- Problem-solving and decision-making abilities
- Must be available for "on-call" rotation and able to work various shifts including weekends and holidays as needed by the 24/7 resort operation.
Nice To Haves
- Preference given to qualified Menominee or other Native American applicants.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience) is preferred.
- 1-3 years of IT experience preferred; strong technical skills will be considered in lieu of experience.
- Experience in a casino or hospitality environment is highly preferred.
Responsibilities
- Triages and prioritizes incoming service requests to ensure critical gaming and POS systems remain operational 24/7.
- Provide troubleshooting and technical assistance to staff and stakeholders.
- Maintains the comprehensive hardware inventory database to ensure real-time tracking of all MCR-IT equipment. Follows the established formal asset checkout system to maintain strict accountabilities for all portable technology and peripherals.
- Assists with the lifecycle of end-user hardware, including PCs, tablets, printers, and mobile devices, ensuring accurate inventory and timely refreshes.
- Works closely with third-party vendors for hardware repairs and software patches when internal resolution is not possible.
- Participate in and attend ongoing training, including continuing education to keep up with and service emerging technologies.
- Follows standardized troubleshooting protocols and documentation to improve "First Call Resolution" rates.
- Ensures Network Access Requests, Transfers, and Terminations are accurately and properly completed with authorizations in place.
- Required to share on-call duties in rotation, which involves carrying a phone and answering after-hours calls.
- Responsible for the safe operation of a scissor lift for overhead maintenance, infrastructure access, and equipment installation.
- Occasional use of ladders to reach IT hardware, cabling, and infrastructure equipment located in elevated or restricted areas.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
