IT Support Technician I (part time)

Seneca Gaming Corporation•Niagara Falls, NY

About The Position

Under direct supervision, the IT Support Technician I provides remote support for designated Seneca Gaming Corporation entities, including support for hardware, software, desktops, servers, networks, telecommunications, and/or the AS/400. The technician works with Application Support and Technical Services teams, management, and vendors to research and resolve more difficult issues; resolves or escalates technical problems according to standard operating procedures and defined service levels; and documents and monitors issues through resolution. Duties must follow Seneca Gaming Corporation policies and procedures, Internal Control Standards, and objectives. The role supports internal end users and on-site activities, participates in shift turnover, maintains documentation, manages desktop and laptop provisioning and access, and applies information security practices. It requires professional customer service and may involve work across casino and hotel areas. Work hours are determined by a 24-hour schedule.

Requirements

Must be at least 18 years old upon employment.
An associate’s degree in computer science or management information systems, or one to three years of job experience/coursework in a closely related field, is required.
An IT-approved certification is required within 12 months of employment.
Working knowledge of computer hardware and software, including applications and networking.
Working knowledge of Microsoft Office, Microsoft Windows, and networking.
Working knowledge of mobility services, devices, and applications.
Working knowledge of multi-factor security applications.
Ability to analyze and resolve problems according to established protocols.
Ability to stay current with changes and updates in relevant technologies.
Solid troubleshooting skills to determine and resolve user issues.
Detail-oriented multitasker able to respond quickly to changing priorities in an organized and timely manner.
Ability to complete high-quality work in a fast-paced environment within designated timeframes.
Exceptional interpersonal and verbal and written communication skills.
Strong customer service focus.
Self-starter and team player with the ability to work independently.
Ability to take initiative, act independently, and anticipate management’s requirements.
Ability to write routine correspondence and speak effectively to the public, employees, customers, and vendors.
Ability to interact effectively with customers, vendors, and employees and resolve problems or conflicts diplomatically and tactfully.
Resourcefulness in using available resources to resolve issues, along with good judgment.
Must meet the physical demands of standing, walking, and moving throughout casino and hotel areas and lifting a minimum of 60 pounds.
Must be able to maintain physical stamina and an appropriate mental attitude while working under pressure in a fast-paced casino environment.

Responsibilities

Take ownership of technical issues reported by team members, triage them, and work toward timely resolution.
Diagnose and resolve internal users’ hardware and software issues; respond to telephone calls, emails, and support requests.
Maintain a support log of activities in a centralized ticketing system.
Support on-site activities involving technicians, customers, events, and vendors.
Work with IT staff on work requests supporting the company’s technical infrastructure, including desktops, servers, networks, telecommunications, and/or IBM iSeries (AS/400).
Develop level-one troubleshooting knowledge of the company’s technical infrastructure, including its design, operation, interactions, installation, and repair.
Work with Application Services, Technical Services, and hardware or software vendors to address hardware, software, online processing, and application problems as directed.
Follow standard operating procedures and guidelines, and participate in shift turnover to support timely issue resolution.
Work with management to plan and accomplish goals and perform other directed tasks.
Create and update documentation related to job responsibilities.
Manage desktops and laptops for new-hire, transfer, and termination processes, including imaging and deployment of IT assets.
Perform system administration functions, including managing team member access to applications.
Apply information security principles and practices, assess potential risks and vulnerabilities, and comply with applicable security policies and procedures.
Provide professional customer service and maintain a professional work environment with supervisors, managers, and staff.
Meet attendance guidelines and comply with regulatory, departmental, and company policies.
Complete required SGC training programs within nine months of employment and attend necessary meetings.