I.T. - Service Technician I - FT

Hard Rock Hotel & Casino Ottawa•Coconut Creek, FL

10d•Onsite

About The Position

This role is responsible for maintaining, analyzing, troubleshooting, and repairing networking, computer systems/peripherals, telcom, and cellular devices. The technician will install, upgrade, or replace hardware and software systems, create and maintain user account information including rights, security, and systems groups, and document processes. The position utilizes experience and judgment to plan and accomplish goals with supervision, all while providing unparalleled service to Guests.

Requirements

1+ years in a technical service role.
Working knowledge of current network protocols, operating systems, and standards.
Professional written and verbal communications skills.
Friendly and service-oriented.
Able to work any shift.
Able to work in isolation for a full shift.
Reliable transportation.
Must be able to use common hand tools and electronic test equipment to troubleshoot, diagnose, and repair issues with computers, peripherals, and computer software.
Must be able to work with members of the technical staff, team members, management, and vendors in a fast-paced environment to identify, isolate, and resolve hardware, software, and network issues.

Nice To Haves

Associate's degree in Information Technology or technical certification preferred.

Responsibilities

Provide exemplary guest service to internal and external guests.
Respond to visits, phone calls, and emails from Casino systems users with questions or issues related to the use of hardware, peripherals, and software.
Determine the true nature and scope of an issue utilizing established troubleshooting procedures.
Provide support and training to users within established guidelines.
Collaborate with IT team members to ensure efficient operation of Seminole Gaming technology.
Follow established workflow processes for Service Desk requests, incidents, problems, and escalations.
Complete assignments within established SLAs and project deadlines.
Communicate system issues and incidents to impacted parties.
Perform and document duties according to established operational policies and procedures (SOP).
Contribute to a positive work environment through cooperative and professional interactions with co-workers, guests, and vendors.
Adhere to defined SOPs, departmental, property, and organizational policies.
Must be available to work different shifts including nights, weekends, and holidays.
Other duties as assigned.