IT Support Technician II

Seneca Gaming Corporation•Niagara Falls, NY

5d•$24

About The Position

Under direct supervision, provides support for all designated Seneca Gaming Corporation entities. This includes but is not limited to hardware, software desktops, servers, networks, telecommunications, and/or the AS/400. Works closely with the Application Services and Technical Services team, management, and vendors to research and gain resolution on more difficult issues. Resolves and escalates technical problems according to standard operating procedures and within defined service levels up to and including dispatching other IT Support Technicians onsite. The daily focus will be on user account administration and maintaining policies/procedures as it relates to System Access Approval. Documents, tracks, and monitors problems and resolutions to ensure timely resolution. Will serve as a backup to IT Support Technicians when directed by the IT Support Shift Manager or the IT Service Desk Manager. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Assume ownership of technical issues reported by our team members and triage the needed to a timely resolution. Provide support to internal end users to diagnose and resolve hardware and software issues. Respond to telephone calls, emails, and personnel requests for technical support. Maintain and manage a support log for all activities through a centralized ticketing system. 2. Support on-site activities for both technicians, customers, events, and vendors. 3. Responsible for all user access creation and maintaining the current database of user accounts. Will work with other departments to identify access needs and gather all needed approvals when required. 4. Responsible for managing our system access approval process. 5. Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the Seneca Gaming Corporation’s technical infrastructure. This could include desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400). 6. Seek to gain an understanding of the technical infrastructure components in use throughout the company, their designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components. Act as a mentor to IT Support Technician I’s and ensure that the appropriate troubleshooting tasks are carried out and understood by the Team. 7. Interact with customers, answering questions and responding to special requests. Assist with resolving operational problems with users, coordinating proposed solutions with the Application Services team, Technical Services team, and management. 8. Provide technical escalation, advice, and disseminates resolution updates to the team to ensure timely resolution of work orders. 9. Deployment and support of mobility services/application support, including multi-factor authentication technology/devices. 10. Work with Application Services and/or Technical Services and hardware/software vendors to resolve hardware/software issues, online processing, or application problems as directed. 11. Participate in shift turnover (pre-shifts) to ensure timely resolution of problems. 12. Work with management to plan and accomplish goals. May be asked to perform a variety of tasks as directed. 13. Adhere to all standard operating procedures and guidelines. 14. Create and update all documentation (knowledge management) relating to job responsibilities. 15. Perform new hire orientation pertaining to all aspects of IT Support, as assigned. 16. Desktop/Laptop management for the new hire, transfer and termination processes, imaging and deployment of IT assets. 17. Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities. Proactively assess potential risks and vulnerabilities within the environment. 18. Maintain a current understanding of all policies and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times. 19. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers, and staff. 20. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 21. Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

Requirements

Must be 18 years of age or older upon employment.
Associates Degree in computer science, management information systems, or a closely related field is required, and completion of two (2) or more of the IT-approved certifications within 12 months is preferred. An equivalent combination of education and/or experience is also acceptable.
One - three (1-3) years’ experience in a Service Desk or similar Technology Support environment is required.
Minimum of three (3) years’ experience supporting Windows networking environment including Windows clients and servers, supporting an IBM iSeries (AS/400) environment including commands and utilities preferred. Also, mobility services and applications, both IOS and Android.
Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, DHCP, and wireless.
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 multi-tasker with the ability 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/written communication skills
Strong customer service focus
Must be a self-starter and team player who also has the ability to work independently
Ability to take initiative, act independently and anticipate requirements of the management team
Customer service experience in an Information Technology environment is required.
Must possess excellent communication skills.
Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
Must be able to demonstrate mentoring and coaching skills around day to day tasks.
Must have the ability to deal effectively and interact well with the customers, vendors and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be resourceful, utilizing all resources that are available to resolve issues.
Must demonstrate good judgment.
Must be a team player with strong interpersonal skills.
Must be able to stand, walk, and move through all areas of the casino/hotel.
Must be able to lift a minimum of sixty (60) pounds.
Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Nice To Haves

completion of two (2) or more of the IT-approved certifications within 12 months is preferred.
Minimum of three (3) years’ experience supporting Windows networking environment including Windows clients and servers, supporting an IBM iSeries (AS/400) environment including commands and utilities preferred. Also, mobility services and applications, both IOS and Android.
Experience with PBX, IP Phones and voicemail systems is preferred.

Responsibilities

Assume ownership of technical issues reported by our team members and triage the needed to a timely resolution.
Provide support to internal end users to diagnose and resolve hardware and software issues.
Respond to telephone calls, emails, and personnel requests for technical support.
Maintain and manage a support log for all activities through a centralized ticketing system.
Support on-site activities for both technicians, customers, events, and vendors.
Responsible for all user access creation and maintaining the current database of user accounts.
Responsible for managing our system access approval process.
Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the Seneca Gaming Corporation’s technical infrastructure.
Seek to gain an understanding of the technical infrastructure components in use throughout the company, their designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components.
Act as a mentor to IT Support Technician I’s and ensure that the appropriate troubleshooting tasks are carried out and understood by the Team.
Interact with customers, answering questions and responding to special requests.
Assist with resolving operational problems with users, coordinating proposed solutions with the Application Services team, Technical Services team, and management.
Provide technical escalation, advice, and disseminates resolution updates to the team to ensure timely resolution of work orders.
Deployment and support of mobility services/application support, including multi-factor authentication technology/devices.
Work with Application Services and/or Technical Services and hardware/software vendors to resolve hardware/software issues, online processing, or application problems as directed.
Participate in shift turnover (pre-shifts) to ensure timely resolution of problems.
Work with management to plan and accomplish goals.
Adhere to all standard operating procedures and guidelines.
Create and update all documentation (knowledge management) relating to job responsibilities.
Perform new hire orientation pertaining to all aspects of IT Support, as assigned.
Desktop/Laptop management for the new hire, transfer and termination processes, imaging and deployment of IT assets.
Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities.
Proactively assess potential risks and vulnerabilities within the environment.
Maintain a current understanding of all policies and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy.
Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times.
Maintain a professional work environment with supervisors, managers, and staff.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.