IT Technician II

Nisqually Red Wind Casino•Olympia, WA

5d•$25•Onsite

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, Teamwork. This role requires the ability to communicate effectively with technical and non-technical team members. Provide desktop & end-user support for Hardware, software, and peripherals. Requires intermediate troubleshooting skills with current Windows Operating Systems. Experience with NTFS Security (share folder file group user rights) is needed. Familiarity with productivity solutions such as Office 365 and Adobe Creative Cloud is expected. The role involves configuring computer systems for new image and updates. Performs duties outlined in Level I of this series as required: Provide first-level telephone support and troubleshooting, such as password resets, printer configurations, break/fix instructions, support and maintain various software applications and hardware systems. This includes 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 issue 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.
Any one or any combination of the following that totals four academic years (48 months): (a)college/vocational/technical training in computer related field (b) 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).
Familiar 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 first-level telephone support and troubleshooting, such as 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 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 issue and determine the best way to resolve the issue.
May be assigned to 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 to ensure proper information from team member is obtained.
Answer calls on the NRWC Service Desk line.
Assign/escalate tickets to Tier 2 and other internal support departments based on ticket criteria and resolution method.
Act as a liaison between customers and internal support staff to ensure accurate problem interpretation.
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 the resolutions provided over the phone to end users for future reference.
Maintain a trending list of repetitive issues to be brought to Management for attention.
Perform other duties as assigned.

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