Technology Service Technician - Information Technology

Hard Rock Hotel & Casino Ottawa • Tejon, NM

5d

About The Position

Under the direction of the IT Service Technician Manager, the Technology Service Technician diagnoses, installs, repairs, and performs preventive maintenance on PC hardware and software. The role supports desktop and laptop users, network connectivity, account administration, system upgrades, end-user training, and ticket resolution. The technician collaborates with business and IT colleagues, manages replacement hardware through RMA programs, and may perform work for sister properties. The position also includes administrative tasks and responsibilities related to company policies, responsible gaming and alcohol service, ethics reporting, and reinforcing the company’s mission and values.

The work takes place in a hectic, fast-paced casino environment that may be crowded and noisy, with exposure to excessive noise and the general public. Physical duties include extended standing and sitting, walking distances, and lifting 30 to 40 pounds. The employee frequently uses their hands, reaches, talks or hears, and may be required to taste or smell; specific vision abilities are also required.

Requirements

• High school diploma or equivalent required.
• At least three years of experience in computer hardware support and maintenance required.
• Must possess or acquire A+ certification within the first 12 months of employment.
• Experience and training with PC and peripheral care and maintenance.
• Technical knowledge of XP, 2003, Windows 7, and 2008 environments, including installation, configuration, and troubleshooting.
• Knowledge of Active Directory and current protocols TCP/IP, WINS, DHCP, and DNS.
• Strong leadership and interpersonal skills.
• Excellent interpersonal, oral, and written communication skills.
• Meticulous, organized, and accurate.
• Ability to maintain extreme confidentiality.
• Familiarity with a variety of computer systems and applications.
• Flexibility to work varying shifts and schedules as needed.
• Ability to communicate effectively with employees and guests at all levels.
• Ability to manage multiple details and tasks concurrently in a changing environment.
• Ability to work effectively in a team environment.
• Ability to analyze how possible solutions may affect the overall operation.
• Ability to stand and sit for extended periods and walk distances.
• Ability to lift 30 to 40 pounds.
• Ability to perform frequent standing, walking, hand use, reaching, talking or hearing, and tasting or smelling; required vision abilities include close, distance, color, and peripheral vision, depth perception, and adjustment of focus.

Nice To Haves

• Associate’s degree in a computer-related discipline preferred.
• Equivalent technical training and certification may be considered.
• Experience with Ghost Imaging, Iseries, and Blackberry devices is a plus.

Responsibilities

• Install, troubleshoot, and optimize user desktops and laptops, including hardware and software.
• Troubleshoot network connectivity and install or reinstall cables as necessary.
• Provide basic network administration support, including user account maintenance and password management.
• Assist with rollout of system hardware and software upgrades and patches.
• Liaise with end users and staff and provide training and support on computer operation and related issues.
• Collaborate with the Business Analyst and system and network administrators to support efficient operation of the company’s desktop computing environment.
• Help ensure customer requests submitted through the ticketing system are managed through to closure.
• Maintain a clean and organized work area as directed.
• Perform administrative tasks required by local and corporate policy.
• Manage replacement spares through RMA programs to maximize hardware availability and minimize maintenance-related downtime.
• Perform tasks as required by sister properties.
• Support responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Reinforce the Company’s Mission and Values through actions and behaviors.
• Promptly and discreetly notify management or the Ethics Hotline about observed illegal acts or internal ethics violations.
• Perform other duties as assigned.

Benefits

• The company offers a comprehensive benefits package intended to support team members’ health and well-being, future planning, and work-life balance. Benefits may vary with employment status; details are available on the company career site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED