Technical Support Specialist

Mystic Lake Casino Hotel•Prior Lake, MN

9d•Onsite

About The Position

In this role, you’ll be the go-to expert solving tech challenges, supporting users, and keeping systems running smoothly across both our Gaming Enterprise and Tribal Operations. That means variety, visibility, and work that truly matters. If you’re tech-savvy, solution-oriented, and known for delivering standout customer service, this is your chance to step into a role where your skills power an entire organization. Enjoy weekly pay, 401(k) starting day one, and health benefits. Whatever your career goals may be, let Mystic Lake Casino help get you there! Provides end-user computer support of Information Technology (IT) networks, software applications and hardware via phone, e-mail, electronic ticketing system and on-site. Supports a variety of enterprise applications in cloud-based and on-premise environments to provide first level resolution. Takes ownership of all incoming Incidents/Requests and serve as the primary level of escalation. Accurately document, categorize, and prioritize incoming Incidents/Requests to ensure a prompt recovery within the specified Service Level Agreement. Escalates critical situations to the appropriate staff and initiate communication between involved parties if necessary. Monitors alerts from critical systems and takes action to ensure stability and uptime. Monitors various system backups and resolves daily maintenance tasks. Assists with the configuration and deployment of end-user devices as a part of the life cycle process. Sets up and supports technology for a variety of events. Works with end users and guests on technology requests.

Requirements

Any combination of post-secondary education in Business, Information Technology or related IT field experience to equal 2 years.
Must have excellent Customer Service Skills.
Have excellent telephone, listening, documentation and communication skills.
Knowledge and experience with business software such as Microsoft Office, email and Office 365
Knowledge and experience troubleshooting current computer and mobile device operating systems such as Microsoft Windows, MacOS and iOS.
Valid Class D driver’s license is required with a good driving record.

Responsibilities

Builds rapport and elicits details from end users regarding incidents and requests.
Answers, evaluates, and prioritizes incoming requests for assistance around existing technologies.
Identifies core issues and troubleshoots to provide resolution.
Prioritizes and schedules requests.
Escalates (when required) to the appropriately IT resource.
Uses documentation standards to record information pertaining to requests, to include mitigation, source issues to rectify, and action items to build knowledge base.
Familiarize with supported hardware and software.
Monitors and maintains daily IT stability and security, and routine technology tasks.
Installs equipment and software.
Executes systems add/move/changes based on defined procedures and access.
Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems.
Provides assistance to other IT team members as needed.
Provides technical support for internal and external guests.
Assists other IT groups on department-specific project tasks.
Provides management reports on various IT systems.
Prepares for IT audit, network, or application projects.
Sets up and supports technology for a variety of events.
Works with end users and guests on technology requests.