IT Technician, Gate City Casino

Delaware North • Nashua, NH

19h • Onsite

About The Position

Delaware North Gaming is hiring a full-time IT Technician to support Gate City Casino and the Sheraton Nashua in Nashua, New Hampshire. The role provides first-level, onsite technical support for casino and hotel operations across applications, data, communications, hardware, networks, and end-user systems. The technician manages requests through the IT ticketing system, resolves issues within their scope, and escalates higher-impact or specialized issues to the appropriate resource. The schedule primarily focuses on evenings, nights, weekends, and holidays, with schedule flexibility required. The role also offers opportunities to contribute to technology projects.

Delaware North Gaming operates Gate City Casino, which offers slots and video gaming machines, table games, poker rooms and tournaments, mobile sports betting, and full-service restaurants. The company also owns and operates the nearby Sheraton hotel.

Requirements

• At least one year of hands-on technical support, help-desk, desktop-support, field-support, or similar IT experience.
• Experience using an IT service-management or ticketing platform.
• Experience documenting support work and managing an assigned ticket queue, including creating tickets for all work, entering useful work notes, prioritizing new and aging items, following up with requestors, maintaining accurate status and ownership, escalating when appropriate, and accurately closing completed work.
• Working knowledge of Windows, Microsoft 365, user accounts, endpoint hardware, printers, scanners, peripherals, basic network troubleshooting, and common business applications.
• Ability to troubleshoot methodically, communicate clearly with nontechnical users, and recognize when an issue requires escalation.
• Availability and schedule flexibility for weekends and holidays.

Nice To Haves

• ServiceNow experience.

Responsibilities

• Provide frontline technical support for casino and hotel team members and operational departments during assigned shifts.
• Troubleshoot and support desktops, laptops, monitors, printers, scanners, mobile devices, peripherals, user accounts, approved software, network connectivity, and other property technology within the role’s scope.
• Respond promptly to incidents and service requests that could affect casino operations, guest service, employee productivity, or business-system availability.
• Create or maintain a ticket for all support work, including walk-up requests, telephone calls, monitoring alerts, assigned tasks, and issues identified during rounds.
• Document the problem, business impact, troubleshooting performed, actions taken, user communications, resolution, and follow-up requirements in each ticket.
• Maintain the assigned ServiceNow queue by reviewing new and aging tickets, updating status and notes, following up with requestors, meeting established service expectations, and accurately closing completed work.
• Escalate incidents with clear technical notes, relevant evidence, impact details, and troubleshooting already completed.
• Perform routine setup, deployment, replacement, and maintenance of end-user hardware and approved software.
• Follow established access-control, change-management, cybersecurity, gaming-compliance, and vendor-support procedures.
• Coordinate with casino departments, corporate IT teams, gaming-system vendors, telecommunications providers, and other support partners as needed.
• Participate in shift handoffs and communicate unresolved issues, operational risks, planned work, and items requiring follow-up.
• Perform other technology-support duties necessary to maintain reliable casino operations.

Benefits

• Weekly pay.
• Training and development opportunities.
• Employee discounts.
• Flexible work schedules.
• Eligible team members may receive health, dental, and vision insurance; a 401(k) with company match; paid vacation days and holidays; paid parental bonding leave; an employee assistance program; and tuition and/or professional certification reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed