IT Technician III

Nisqually Red Wind Casino•Olympia, WA

1d•Onsite

About The Position

The IT Technician III role involves providing advanced technical support for hardware, software, connectivity, and network issues. This position requires strong troubleshooting skills, particularly with Windows Operating Systems, Microsoft Office suite, Adobe Products, and Active Directory. The IT Technician III will perform advanced system administration, manage the Service Desk ticketing system, and act as a liaison between customers and internal support staff. This role also involves documenting resolutions, identifying trending issues, and potentially training or overseeing lower-level employees. The position requires the ability to work all shifts, including weekends and holidays, and to obtain a Class III Gaming License.

Requirements

High school diploma or GED certificate.
Six academic years (72 months) of college/vocational/technical training in a computer-related field OR work experience related to computer software or hardware, or any combination thereof.
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.
Ability to communicate effectively with technical and non-technical team members.
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.
Ability to 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.
Provide desktop & end-user support for hardware, software, and peripherals.
Configure computer systems for new image and updates.

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