IT Technician III
About The Position
This role involves providing advanced technical support for hardware, software, connectivity, and network issues. The IT Technician III will perform advanced system administration, including user account management in Microsoft Active Directory. A key responsibility is documenting all requests and issues through the NRWC Service Desk ticketing system, answering calls on the Service Desk line, and assigning/escalating tickets appropriately. The position also acts as a liaison between customers and internal support, maintaining communication throughout the resolution process. The technician will identify, research, and resolve technical problems, create knowledge documents for end-users, and maintain a list of trending issues for management review. Duties also include performing tasks outlined in Level II, such as providing desktop and end-user support for hardware, software, and peripherals, with intermediate troubleshooting skills for Windows Operating Systems, NTFS Security, and productivity solutions like Office 365 and Adobe Creative Cloud. This role requires configuring computer systems for new images and updates.
Requirements
- High school diploma or GED certificate.
- Any one or any combination of the following that totals six academic years (72 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardware.
- Expert knowledge of all systems and software within the department.
- Expert 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.
- Excellent troubleshooting skills with current Windows Operating Systems.
- Experience and knowledge in working with the Microsoft Office suite, Adobe Products, and password reset of Active Directory accounts.
- Extensive experience configuring, troubleshooting, and repairing PC.
- Experience with computer hard drive imaging technologies.
- Basic understanding of LAN/WAN technology.
- Experience with various Anti-Virus platforms.
- Maintaining documentation / Ticking System, Windows TCP/IP networking experience.
- Intermediate troubleshooting skills with current Windows Operating Systems.
- Experience with NTFS Security (share folder file group user rights).
- Familiar with productivity solutions such as Office 365 and Adobe Creative Cloud.
Nice To Haves
- CompTIA A+
- Experience creating and presenting diagrammatic representations.
- Ability to problem solve.
- Ability to take initiative.
Responsibilities
- Troubleshoot and resolve advanced to critical issues related to technical difficulties with hardware, software, connectivity, and network.
- Perform advanced system administration with Microsoft Active Directory and other business applications, (e.g., user account creation 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.
- Provide desktop & end-user support for hardware, software, and peripherals.
- Configure computer systems for new image and updates.
- 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%)
- Tuition Reimbursement
- Health & Wellbeing Reimbursement
- 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
Number of Employees
101-250 employees
