IT Support Technician

Red Deer Resort & Casino•Red Deer, AB

3d•Onsite

About The Position

Under the direction of the IT Manager, the IT Support Technician is responsible for providing day-to-day technical support and maintenance for the resort and casino IT systems and related technologies, ensuring reliable, secure, and efficient operation of all services. The role supports end users across the resort by troubleshooting and resolving issues related to hardware, software, computer systems, and basic network connectivity. This includes support for desktops, laptops, work phones, printers, copiers, and any other IT-related systems and devices to ensure smooth business operations. In addition, the IT Support Technician performs routine system maintenance such as updates, patches, monitoring, and issue resolution, while maintaining accurate IT documentation and following established IT security and operational standards. This position is also responsible for performing any IT-related duties, tasks, or assignments as directed by the IT Manager to support the overall operations of the resort.

Requirements

Diploma or degree in Information Technology or a related field
Basic understanding of computer hardware, software, and operating systems
Ability to comprehend and communicate instructions in English, both verbally and in writing
Ability to work independently and collaboratively in a fast-paced environment
Professionalism, patience, and strong customer service skills when supporting end users
High level of confidentiality when handling sensitive information
Willingness to perform hands-on and repetitive technical tasks
Ability to work with peers, vendors, and contractors in a professional manner
Must successfully complete a criminal record check prior to the first day of employment

Nice To Haves

Prior experience in IT support, help desk, or technical customer service is considered an asset.
Familiarity with troubleshooting desktops, peripherals, networks, and general IT systems is an asset
Exposure to the hospitality industry, including Property Management Systems (PMS) and/or Point of Sales (POS) systems, is considered an asset
Knowledge of basic coding, scripting, or automation (e.g., PowerShell, batch scripting, or similar tools) is considered an asset
Industry certifications such as CompTIA A+, CCNA, or other relevant IT certifications are an asset
Strong problem-solving skills with the ability to troubleshoot and suggest solutions

Responsibilities

Set up and configure desktops, laptops, and user accounts with appropriate security permissions
Provide end-user technical support for hardware, software, and all resort IT systems
Support and troubleshoot operational technology platforms, including telephony systems, TV systems, and hospitality/casino-related IT systems
Install, configure, patch, and decommission hardware, software, and system applications in accordance with IT policies and standards
Diagnose and resolve technical issues related to computers, networks, work phones, printers, copiers, and other peripherals
Perform routine system maintenance, including updates, patches, and system checks to ensure stability, performance, and security
Escalate complex technical issues to senior IT team or vendors when required
Assist in training end users on business applications, email systems, and other IT-supported tools
Collaborate with external vendors and contractors for system implementations, upgrades, and maintenance activities
Maintain accurate and up-to-date IT documentation, including configurations, procedures, and incident/service records.
Ensure compliance with IT security policies, data protection standards, and Occupational Health and Safety (OHS) requirements
Perform any other IT-related duties, tasks, or responsibilities assigned by the IT Manager
Work flexible shifts, including days, evenings, nights, weekends, and holidays as operationally required