IT Technician II
About The Position
Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests. The mission is to enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities. The vision is creating incredible experiences. The core values are Integrity, Communication, Accountability, Respect, and Teamwork. This role involves providing desktop and end-user support for hardware, software, and peripherals. It requires intermediate troubleshooting skills with current Windows Operating Systems and experience with NTFS Security (share folder file group user rights). Familiarity with productivity solutions such as Office 365 and Adobe Creative Cloud is necessary. The technician will configure computer systems for new images and updates. Additionally, the role includes performing first-level telephone support and troubleshooting, such as password resets, printer configurations, and break/fix instructions. This involves entering all calls into the Service Desk ticketing system and updating tickets according to the Priority Matrix. Triage service desk calls and tickets, strictly adhering to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of service. Gather and analyze information about team member’s issues and determine the best way to resolve the issue. May be assigned to routine functions regarding proprietary and non-proprietary software. Rely on instructions and pre-established guidelines to perform the functions of the job. Performs other related duties as assigned.
Requirements
- High school diploma or GED certificate.
- Four academic years (48 months) of college/vocational/technical training in a computer-related field OR work experience related to computer software or hardware.
- Intermediate knowledge of diagnosing system problems for all systems within the department.
- Ability to troubleshoot and resolve complex problems.
- Ability to train, oversee, and coordinate activities of lower-level employees within this series.
- Ability to work independently.
- Advanced communications skills.
- Excellent interpersonal skills.
- Excellent guest service skills.
- Ability to learn new concepts quickly.
- Ability to meet deadlines.
- Administrative abilities, including record keeping.
- Pass NRWC pre-employment testing.
- Ability to work all shifts including weekends and holidays.
- Ability to obtain a Class III Gaming License.
- Experience with NTFS Security (share folder file group user rights).
- Familiarity with productivity solutions such as Office 365 and Adobe Creative Cloud.
- Intermediate troubleshooting skills with current Windows Operating Systems.
Nice To Haves
- CompTIA A+
- Experience creating and presenting diagrammatic representations.
- Ability to problem solve.
- Ability to take initiative.
Responsibilities
- Provide desktop & end-user support for Hardware, software, and peripherals.
- Troubleshoot and maintain current Windows Operating Systems.
- Manage NTFS Security (share folder file group user rights).
- Utilize productivity solutions such as Office 365 and Adobe Creative Cloud.
- Configure computer systems for new image and updates.
- Provide first-level telephone support and troubleshooting (password resets, printer configurations, break/fix instructions).
- Support and maintain various software applications and hardware systems.
- Enter all calls into the Service Desk ticketing system and update tickets according to the Priority Matrix.
- Triage service desk calls and tickets, adhering to escalation procedures.
- Gather and analyze information to resolve team member issues.
- Perform routine functions regarding proprietary and non-proprietary software.
- Troubleshoot and resolve intermediate to moderate issues related to technical difficulties with hardware, software, connectivity, and network.
- Perform intermediate system administration with Microsoft Active Directory and Cloud products creating user accounts and permission assignment.
- Document all requests and issues through the NRWC Service Desk ticketing system.
- Answer calls on the NRWC Service Desk line.
- Assign/escalate tickets to Tier 2 and other internal support departments.
- Act as a liaison between customers and internal support staff.
- Maintain communications with customers during the problem resolution process.
- Identify, research, track and resolve technical problems in a timely manner.
- Create concise knowledge documents based on resolutions for end users.
- Maintain a trending list of repetitive issues to bring to Management for attention.
Benefits
- FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)
- FREE Short-Term Disability, Life and Accident Insurance
- FREE Meal during shift
- FREE gaming license renewals
- FREE uniform dry cleaning services
- $1 per hour shift differential
- Paid Time Off & Paid Holidays
- Floating holidays
- 401(K) Retirement Program (match up to 4%)
- Aflac
- Tuition Reimbursement
- Health & Wellbeing Reimbursements
- Team Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)
- Team Member Awards and Incentives (perfect attendance awards and yearly service awards)
- Flex spending and Dependent care spending
- Career advancement opportunities
- Periodic Team Member contests and giveaways
- Team Member dining and gift shop discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
