IT SUPPORT SPECIALIST
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
- Candidate shall have 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.
- Must have a High School Diploma or equivalence.
- 1-3 years of IT experience preferred; strong technical skills will be considered in lieu of experience.
Nice To Haves
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience) is preferred.
- Experience in a casino or hospitality environment is highly preferred.
- Preference given to qualified Menominee or other Native American applicants.
Responsibilities
- Help Desk Support: Triages and prioritizes incoming service requests to ensure critical gaming and POS systems remain operational 24/7.
- Technical Assistance: Provide troubleshooting and technical assistance to staff and stakeholders.
- IT Inventory Maintenance: 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.
- Asset Management: Assists with the lifecycle of end-user hardware, including PCs, tablets, printers, and mobile devices, ensuring accurate inventory and timely refreshes.
- Vendor Coordination: Works closely with third-party vendors for hardware repairs and software patches when internal resolution is not possible.
- Training: Participate in and attend ongoing training, including continuing education to keep up with and service emerging technologies.
- Documentation: Follows standardized troubleshooting protocols and documentation to improve "First Call Resolution" rates.
- Compliance & Access: Ensures Network Access Requests, Transfers, and Terminations are accurately and properly completed with authorizations in place.
- On-Call Duties: Required to share on-call duties in rotation, which involves carrying a phone and answering after-hours calls.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
