Technical Services Specialist

Mohegan Sun•Montville, CT

2d•Onsite

About The Position

This position is responsible for responding to inquiries and providing information to customers calling into a service hotline. Records all customer contact information in a call log. Evaluates situation, determines appropriate response, and escalates to designated specialist/resource for resolution of customer’s problem or complaint. Tracks issues escalated for resolution to ensure customer receives timely response. Provides assistance to IT users for all aspects of end-user computing and desktop-based system software. Provides technical support and guidance through Tier 1 support and escalates issues to Tier II or Tier III resources based on escalation procedures. Evaluates, maintains, modifies, and documents application support needs, participates in testing and evaluation of new applications/desktop hardware and implements prototypes. The incumbent in this position configures, installs, monitors, and maintains Mohegan Sun user’s desktop software and hardware. Provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations associated with the CT property. Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video/media players, patron-facing kiosks, and hotel room technologies. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes.

Requirements

Associates’ Degree in Computer Science, Engineering, Business or a related field
Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
Ability to obtain and maintain gaming licensure in one or more jurisdictions
High School Diploma or equivalent and four years of progressive Information Technology experience in a client technologies or customer service environment
Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
Ability to obtain and maintain gaming licensure in one or more jurisdictions
Excellent customer service skills
Excellent written and verbal communication skills
Excellent written skills as demonstrated in providing detailed information in HEAT tickets
Basic root cause analysis of technology solutions
Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation
Knowledge of Mohegan Sun corporate and department policies and procedures
Mohegan Sun project management process and methodology
Mohegan Sun timesheet categories and guidelines
Mohegan Sun Application Information Summaries and application escalation procedures
Mohegan Sun incident report and escalation tool (HEAT)
Mohegan Sun application and system knowledgebase (HPK)
Customer service training and skills
Appropriate Mohegan Sun & MTGA regulations

Responsibilities

Provides hardware support to business customers, Subject Matter Experts (SMEs) or contracted external vendors based on defined escalation procedures
Effectively and efficiently utilizes software tools, the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls
Assists in the analysis of the technical performance and reliability of systems against identified industry standards to ensure customer satisfaction
Responsible for implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failures
Assists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownership
Works with management, peers, and vendors to provide root cause analysis
Creation and maintenance of troubleshooting and operational documentation
Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions
Provides and receives cross-discipline training to ensure maximum availability of systems
Communicates effectively verbally, and in written form
Carries and responds to off-hours communications device (Cell Phone)
Actively pursues opportunities as an individual, group member and group leader to improve processes
Ensures Service Level Objectives are met
Identifies and troubleshoots abnormalities to resolution using a range of diagnostic tools
Conducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures
Configures, installs, monitors and maintains user’s hardware when called upon by direct supervisor
Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor
Prioritizes efforts based on established guidelines and direction provided by the management team
Executes preventative maintenance program tasks
May provide on-site training for users
Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)
Responsible for maintaining and enforcing confidentiality and privacy rules pursuant to all applicable regulations
Complies with Mohegan Sun’s Change Management process and methodology
Provides on-call 24/7 production support for designated systems
Promotes superior customer service
Other duties as assigned