Tech Iii - It End User Services

The IT End User Services (EUS) Tech III is a qualified Computer Technician who will install, maintain and repair hardware and software. The IT Computer technician must be well-versed in computer systems and some network functions. The ideal candidate will be able to work diligently and accurately and will possess a great problem-solving ability in order to fix issues and ensure functionality. The goal is to install and maintain high quality computer systems and ensure that all issues are resolved. Ideally the technician will assist management with the daily workflow and execution of priority and special event tickets.

Primary Job Duties– Includes, but is not limited to:

• Upgrading the entire system to enable compatible software on all computers.
• Serve as an escalation point for provisioning related issues and requests
• Assist in creating knowledgebase articles, checklists, FAQs and End User training.
• Repairing or replacing damaged hardware.
• Ensure that required licensing is maintained & updated.
• Troubleshooting hardware and software issues; while ensuring electrical safety standards are met.
• Providing support to users and being the first point of contact for error reporting.
• Offer timely technical support and teach users how to utilize computers correctly.
• Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
• Installing and configuring hardware and software components to ensure usability.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Assist management by leading and supporting the team during your shift to resolve a wide variety of issues with varying levels of complexity
• Managing technical documentation.
• Responsible for coordinating efforts with various business units throughout the property to isolate and resolve hardware/software related problems.
• Ability to manage service requests and incidents within ITSM solution.
• Serve as an escalation point for IT EUS team issues and requests

Qualifications

Required:

• Clear written documentation skills and concise verbal communication skills in the English language and comfortable communicating to all levels of the organization
• Shifts may be changed based on coverage requirements and special events.
• A valid Nevada Gaming License is required and must be obtained before entering this position
• Ability to work varied shifts, including nights, weekends and holidays.
  • Shifts may be changed based on coverage requirements and special events.
  • Candidates may be asked to work longer hours on a case-by-case basis.
• Self-starter, depend able and accurate in completing responsibilities with strong attention to detail.
• Working knowledge of administering MAC and OC products in a business setting.
• Working knowledge of Windows Operating Systems and in database programming and software installation.
• Ability to manage service requests and incidents within ITSM solutions.
• At least six months of experience working in an Information Technology (IT) department.
• Must have strong customer service and communication skills.
• Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
• Demonstrated ability to multi-task and work independently with minimal supervision
• A minimum of three (3) years required in Information technology.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• Must be able to work in a fast-paced environment, and able to walk distances as you move from issue to issue.
• Candidates may be asked to work longer hours on a case-by-case basis.
• Must display a polished and professional demeanor at all times
• At least 21 years of age.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.

Additional Information