IT Support Technician

North Fork Mono Casino & Resort•Notarb, CA

8d•Onsite

About The Position

The IT Support Technician is responsible for providing expert level IT support to company end users. The technician must employ a high degree of initiative, independent judgement, customer service, and technical expertise. The position requires a high degree of ethics, flexibility and adaptability, uses critical thinking and various techniques for resolving problems. Develops support methods and participates in team projects that enhance the speed and quality of support. The IT Support Technician effectively collaborates with all areas of IT. Perform responsibilities in accordance with all company standards, policies, and procedures. Reports to IT Technical Manager.

Requirements

Technology aptitude and capabilities.
Understanding of relevant hardware, software and systems. Microsoft applications and OS, iOS devices, Network protocols, CMS (Casino Management System), and POS (Point of Sale) systems. Experience with ITIL (Information Technology Infrastructure Library) and ticketing systems like Service Now a plus.
Proven communication and customer service skills.
Ability to actively listen and comprehend needs, identify root cause, and effectively communicate both technical and non-technical information with Guests, Team Members and Leadership, both written and verbal.
Organizational skills, time management and impeccable attention to and execution of details to properly prioritize daily workload and plan tasks for completion by due dates.
Proven history of self-direction, dependability, motivation, focus, and driven to achieve results.
Ability to work under pressure.
Ability to troubleshoot and service IT peripherals such as printers, scanners, etc.
Holds customer support paramount.
High School Diploma or GED required.
Minimum of two (2) years technical support experience, in Helpdesk, Desktop Support, or equivalent positions required.
Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission.
Must be at least 21 years of age.
Manual dexterity to operate job related equipment.
Ability to push, pull, lift, transport and maneuver items weighing up to 50 lbs. with or without assistance.
Ability to sit, stand or walk for the duration of the shift.
Ability to climb and use a stepladder when necessary to perform functions of the job.
Ability to climb ladders and stairs.
Ability to crawl in attic areas.

Nice To Haves

Gaming/casino industry experience a plus.
Technical Certifications such as A+, Network+, or Microsoft certifications preferred.
Experience with ITIL (Information Technology Infrastructure Library) and ticketing systems like Service Now a plus.

Responsibilities

Responsible for practicing, supporting, and promoting North Fork Mono Casino's culture and always demonstrating exemplary Service Standards.
Leads by example and provides guidance to Property Technician team.
Primary IT point of contact for all end users at the property.
Provides clear and concise communication on incident status to IT Leadership.
Responsible for being vigilant of system problems that occur in IT network, identifying and solving problems as rapidly as possible.
Provides critical and essential communication to end users on status.
Member of the 24/7 Helpdesk team.
Executes all job-related activities with a high level of professionalism, approachability and urgency to deliver desired performance and results.
Regularly review tickets and request queues for required engagement.
Responsible for troubleshooting and resolving a wide range of technology issues. Maintain an ownership mindset and follow through to ensure issues are fully resolved.
Documents solutions as they are discovered.
Other job-related duties as assigned.