Tech III - End User Services

Wynn Resorts•Las Vegas, NV

1d•Onsite

About The Position

The IT End User Services (EUS) Tech III is a qualified Computer Technician who will install, maintain and repair hardware and software. The IT Computer technician must be well-versed in computer systems and some network functions. The ideal candidate will be able to work diligently and accurately and will possess a great problem-solving ability in order to fix issues and ensure functionality. The goal is to install and maintain high quality computer systems and ensure that all issues are resolved. Ideally the technician will assist management with the daily workflow and execution of priority and special event tickets.

Requirements

A minimum of three (3)+ years required in Information technology
Self-starter, dependable and accurate in completing responsibilities with strong attention to detail
Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner
Must be able to work in a fast-paced environment, and able to walk distances as you move from issue to issue
Demonstrated ability to multi-task and work independently with minimal supervision
Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
At least six months of experience working in an Information Technology (IT) department
Working knowledge of administering MAC and OC products in a business setting
Working knowledge of Windows Operating Systems
Working knowledge in database programming and software installation
Ability to manage service requests and incidents within ITSM solutions
Must have strong customer service and communication skills
Must be able to lift up to 40 lbs
Ability to effectively communicate in English
Ability to work varied shifts, including nights, weekends and holidays
Shifts may be changed based on coverage requirements and special events
Candidates may be asked to work longer hours on a case-by-case basis
Polished appearance and demeanor
Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures
A valid Nevada Gaming License is required and must be obtained before entering this position
At least 21 years of age

Nice To Haves

Bachelor's degree in Computer Science, Engineering or related field
Highly preferred 1 to 2 years in the Tech Level 2 position
Experience with the ServiceNow incident management system preferred
Experience working with hospitality systems and analytics
Working knowledge of Apple products and software is highly desirable
IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP
Understanding of basic ITIL principals preferred
Experience with the ServiceNow incident management system preferred

Responsibilities

Assist management by leading and supporting the team during your shift to resolve a wide variety of issues with varying levels of complexity
Serve as an escalation point for IT EUS team issues and requests
Offer timely technical support and teach users how to utilize computers correctly.
Responsible for coordinating efforts with various business units throughout the property to isolate and resolve hardware/software related problems.
Installing and configuring hardware and software components to ensure usability.
Troubleshooting hardware and software issues; while ensuring electrical safety standards are met.
Repairing or replacing damaged hardware.
Upgrading the entire system to enable compatible software on all computers.
Providing support to users and being the first point of contact for error reporting.
Managing technical documentation.
Ability to manage service requests and incidents within ITSM solution.
Ensure that required licensing is maintained & updated.
Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
Assist in creating knowledgebase articles, checklists, FAQs and End User training.
Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
Serve as an escalation point for provisioning related issues and requests
Other duties as assigned.