IT Technician

Kansas Star Casino•Mulvane, KS

1d•Onsite

About The Position

The IT Technician provides first-level field engineering support to operational and technical support teams for the Company’s Information Systems and System Users. This role involves monitoring, maintaining, and supporting all networked computers, printers, associated operating systems, and service applications (both gaming and non-gaming). The technician is responsible for ensuring the stability and integrity of in-house computer and server hardware, software, voice, data, video, wired, and wireless network services, including LAN services and low voltage services. They work closely with senior field engineers to deliver exceptional customer service, provide technical support through incident troubleshooting, tracking, and problem resolution, and assist with fault isolation, follow-up support, and documentation. The position also involves responding to security vulnerability alerts, performing installations, maintenance, and optimization of IT assets in various environments, and conducting remedial maintenance on network devices and computer hardware/software. Additionally, the IT Technician supports live events by setting up and tearing down equipment, operating and troubleshooting computerized lighting systems, configuring and maintaining high-end sound equipment, and installing/troubleshooting digital signage systems. They also manage phone and voicemail systems, provide on-call support, manage IT inventory, document work, activate smart devices, and support marketing media content delivery systems. The role includes collaboration with Corporate IT teams on disaster recovery testing, functional analysis, software rollouts, advanced desktop engineering, user training, and asset management recommendations.

Requirements

High School Diploma or equivalent.
Basic computer and networking skills and fundamentals.
High level of technical knowledge relative to the installation and connectivity of computer and printer systems, including the configuration, maintenance and support of new and existing solutions.
Strong organizational, analytical, and troubleshooting skills.
Knowledgeable in basic and advanced computer and printer operation and related support and basic troubleshooting techniques.
Ability to type quickly and accurately, preferably at least 50 wpm.
Exceptional customer service, verbal and written communications, interpersonal and telephone etiquette skills; and adopts Company core values.
Highly organized, detail-oriented, and able to effectively multi-task.
Possess and demonstrate Decision Making skills.
Possess and demonstrate Concern for Quality.
Possess and demonstrate Exceeds Customer Expectations.
Possess and demonstrate Achieving Results.
Possess and demonstrate Analytical Thinking.
Possess and demonstrate Problem solving.
Possess and demonstrate Communication skills.
Ability to acquire gaming license, as required.

Nice To Haves

Associates of Applied Science degree in a computer science discipline or comparable level of experience.
Two (2) years of experience in an IT Support position.
Two (2) years of applied experience with current Microsoft Windows Operating Systems.
Two (2) years of experience working on enterprise desktop, and server-related projects.
Experience in a resort hotel casino environment.
Familiarity with VGA, DVI, HDMI, and Multicast.
Basic understanding of PRI, ISDN, POTS and IP based communication technology.
A+ Certification.
Network+ or Cisco Certified Technician or CCNA Certification.
MCSA Certification.
Linux experience.
ITIL V3 Awareness.

Responsibilities

Provide first level of field engineering support to operational and technical support teams for Field Engineering and Company’s Information Systems and System Users.
Monitor, maintain and support all networked computers, printers and associated operating systems and service applications (gaming and nongaming.)
Responsible for ensuring the stability and integrity of all in-house computer and server hardware, software, voice, data, video, wired and wireless network services, including Local Area Network (LAN) services, connectivity; to include low voltage services, and works closely with senior field engineers to provide exceptional customer service.
Provide first level of technical support by performing basic and advanced incident troubleshooting and tracking and assist with problem resolution, fault isolation, follow-up support and documentation to include providing action reports to department team leaders.
Responds to computer, network or data security vulnerability alerts at the property and regional levels for high priority outage restoration efforts.
Provide installation, monitoring, maintenance, support, and optimization of all computer hardware and software within property data centers and communications closets or where Information Technology assets are contained in a training or production environment.
Perform remedial maintenance on basic network devices, computer hardware and software, including the restoration of configurations with assistance from senior and second level field engineers and IT Operations Center engineers or in combined resolution efforts with vendor support engineers or technicians.
Analyze and resolve computer and printer hardware and software problems in an efficient and accurate manner following all safety and security precautions.
Provide setup and teardown services for local, regional and national performing acts. This includes load in, load out, and set construction.
Operation and troubleshooting of computerized lighting systems for stage and industrial areas.
Create and control lighting for local and regional acts.
Configuration, programming, and maintenance of high-end sound equipment including mixing boards, amplifiers, audio processors, wired and wireless mic systems.
Providing both front and back of house support and operation of these systems during performances.
Install and troubleshoot digital signage systems including both indoor and outdoor displays, video walls, projectors, monument and pylon signs.
Perform moves/adds/changes on traditional, digital, and IP based phone and voicemail systems.
Provide scheduled on-call support for after-hours support issues and resolution.
Perform inventory of Company assets and document stock levels for department visibility.
Record, monitor, track, and document work performed using the Company’s tracking system.
Provide Smart Device activation and enrollment into Company’s Mobile Device Management System and provide initial user training.
Provide support for Company’s Marketing Media Content Delivery Systems.
Other duties, as assigned.
Participate in disaster recovery testing (In-collaboration with and under guidance of Corporate IT functional teams).
Participate in functional and empirical analysis related to the design, development, planning, and configuration of computer and peripheral hardware (In-collaboration with and under guidance of Corporate IT functional teams).
Participate in rollouts of new computer and software upgrades (In-collaboration with and under guidance of Corporate IT functional teams).
Perform advanced desktop engineering functions, including computer imaging, setup and deployment in the field environment (In-collaboration with and under guidance of Corporate IT functional teams).
Provide user training and support using Company configuration management tools and applications (In-collaboration with and under guidance of Corporate IT functional teams).
Assist in determining product compatibility, flexibility, and recommends replacement, upgrade or retirement of Company assets during assigned duties (In-collaboration with and under guidance of Corporate IT functional teams).