IT Support Technician II

Gila River Resorts & Casinos • Chandler, AZ

1d • Onsite

About The Position

This position is responsible for providing technical assistance at a higher level to system users. This includes answering, evaluating, and prioritizing incoming requests for assistance from users experiencing problems with installation of quantifiable licensed software, hardware replacement, repair and installation, or troubleshooting that involves vendor support. The role also manages small projects involved with hardware and software implementation and updates, logs and tracks calls using an IT ticketing system, and maintains history records and related problem documentation. Additionally, the technician will install, configure, and support server and client workstations, and train users on software and hardware.

Requirements

• HS Diploma or equivalent required.
• Experience and/or training in technical support required.
• Must possess a valid AZ driver's license and clean driving record for the past five (5) years.
• Ability to perform the GILA WAY which is as follows; Greet our guest, Interact positively with our guest, Listen actively to our guest, Appreciate our guest.
• Must possess excellent guest service skills, strong telephone etiquette, a self-starter with the ability to follow up and complete tasks in a timely manner with minimum supervision.
• Strong interpersonal and communication skills, both written and oral.
• Must pass a pre-employment drug/alcohol test and agree to maintain a Drug-Free Workplace as a condition of employment.
• Must pass a full background check to be certified/licensed prior to employment.
• Must be able to work in a smoking environment.

Nice To Haves

• Associate's Degree in Computer Science or related major preferred.

Responsibilities

• Promotes and provides excellent guest service experiences to both internal and external guests.
• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with installation of quantifiable licensed software, hardware replacement, repair and installation, or troubleshooting that involves vendor support.
• Manages small projects involved with the hardware and software implementation and updates.
• Logs and tracks calls using IT ticketing system, and maintains history records and related problem documentation.
• Installs, configures and supports server and client workstations.
• Trains users on software and hardware.
• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.
• Performs other special projects and duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED