Technology Operations Analyst - IT Operations & Support

Hard Rock Hotel & Casino Ottawa

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About The Position

Seminole Hard Rock Support Services provides information technology services for Seminole Gaming, Hard Rock International, and their subsidiaries and/or franchisees. The Technology Operations Analyst monitors systems and responds to alerts, answers Service Desk calls, and handles email requests from the operational mailbox. The role includes installing computer software and troubleshooting application and network issues in a multi-domain Active Directory environment across a global WAN.

The IT Operations Analyst I creates system and application accounts and communicates system outages and updates. When outages occur, the analyst updates ticket notes and escalates cases according to established guidelines. The role provides Level I/II support through the IT Operations Center and Service Desk, with a target first-call resolution rate of at least 70%.

Requirements

• At least two years of experience in the IT industry.
• At least two years of professional experience in PC, server, and network architecture and operations.
• Proficiency supporting Windows 7 and Windows 10 operating systems.
• Proficiency supporting Office 2016 and Office 365.
• At least two years of professional experience with gaming systems, POS, hotel PMS, ERP, and audio-video systems.
• Availability to work different shifts, including nights and weekends.
• Excellent verbal and written communication skills, including the ability to explain technical information at an end-user level.
• Excellent telephone skills.
• Strong problem-solving skills, attention to detail, and ability to work independently with little supervision.

Nice To Haves

• Experience in the technology field for hotels or gaming resorts.
• A bachelor's degree in computer science or equivalent related technical experience.
• A+, N+, or MCP certification.
• ITIL certification.

Responsibilities

• Answer calls to the IT Operations Center and provide Level I/II support, achieving a first-call resolution rate of at least 70%.
• Log calls in the ServiceNow IT Service Management ticketing system.
• Communicate request status to customers as needed.
• Log and dispatch incidents and support requests.
• Monitor and process tickets from the ticketing system and email queue.
• Monitor, interpret, and address system events displayed in the NOC.
• Create and maintain Active Directory and other application accounts.
• Install software on computers and troubleshoot application and network issues.
• Maintain the departmental knowledge base and contribute to current documentation.
• Escalate incidents to senior technicians and management as required.
• Open service requests with third-party service providers.
• Communicate major incidents to impacted parties and send outage alerts.
• Update ticket notes and send outage or status updates when systems are unavailable.
• Operate according to established operational policies and procedures.

Benefits

• Comprehensive benefits package intended to support team members' health, future planning, and work-life balance; benefits may vary by employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed