Technical Services Technician

Mohegan Sun•Montville, CT

1d•Onsite

About The Position

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. Supports various event setups and office moves. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes. Provides technical support and guidance through Tier II support and escalates issues to other Tier II or Tier III resources based on escalation procedures.

Requirements

Associates’ Degree in Computer Science, Engineering, Business or a related field
High School Diploma or equivalent and two years of progressive Information Technology experience in a large-scale, dynamic, and fast-paced client technologies or customer service environment
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 (ManageEngine)
Mohegan Sun application and system knowledgebase (HPK)
Customer service training and skills

Responsibilities

Responsible for implementing technical service uptime restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failures
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
Effectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls
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 peers, management, and vendors to provide root cause analysis
Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions
Creation and maintenance of troubleshooting and operational documentation
Provides and receives cross-discipline training to ensure maximum availability of systems
Communicates effectively verbally, and in written form
Ensures Service Level Objectives are met
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
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)