IT Technical Services Specialist

Position:         IT Technical Services Specialist

Reports To:   Technical Services Administrator    

Department:   Information Technology

Job Summary:    Provides information technology support and coverage for the Gaming Enterprise’s information systems operations.

Duties and Responsibilities (specific areas of responsibility include but are not limited to):

1. Installs and sets up personal computer (PC) equipment and software; installs network and telephone cable and wiring.
2. Installs, upgrades, and configures network printing, directory structures, rights, security, software, and file services.
3. Maintains, supports, and troubleshoots computer hardware and software problems pertaining to the Gaming Enterprise systems needs.
4. Provides end users with support and training for all network-based applications, including PC connected peripherals and devices.
5. Assists users in solving non-routine software, hardware, and procedural problems.
6. Communicates with co-workers to research problems and find solutions in a timely manner.
7. Works with software and hardware vendors to resolve issues pertaining to IT operations.
8. Maintains the department inventory as well as the Gaming Enterprise’s computer related supplies inventory.
9. Accurately documents, reports, and resolves technical issues.
10. Documents ticket resolutions via HEAT ticketing software.
11. Categorizes and prioritizes service requests by maintaining HEAT database with up-to-date status and information.
12. Handles complex inbound calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware and other computer-related technologies.
13. Interviews users to collect information about problems and leads users through diagnostic procedures to determine the source of errors.
14. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems; refers complex problems to supervisor or technical staff.
15. Participates in professional activities designed to expand knowledge of IT programs, trends, and innovative applications.
16. Performs all duties in an efficient manner ensuring confidentiality at all times.
17. Performs other job-related duties as assigned. 

Knowledge, Skills, and Abilities:

1. Knowledge of computer hardware, including PCs, point of sale (POS) terminals, and printers.
2. Knowledge of desktop and server operating systems, including all Windows platforms.
3. Knowledge of standard concepts, practices, and procedures within the IT field.
4. Skill in troubleshooting, problem solving, and incident reporting.
5. Skill in making sound, informed decisions quickly and accurately.
6. Strong organizational, planning, and time management skills.
7. Skill in working courteously with others as well as developing and maintaining good working relationships. 
8. Ability to communicate technical information to non-technical personnel in lay language.
9. Ability to work effectively, meeting deadlines in a fast paced, pressure-filled environment.
10. Ability to prioritize requests for assistance according to IT policies and procedures.
11. Ability to work in a smoking environment.

Mandatory Requirements:

1. High school diploma or GED AND A+, Net(work)+, and 2000 or 2003 MCP certification AND a minimum of two years experience in a Windows 2000 Pro environment OR any combination of academic education, professional training, or work experience.
2. Must be in good physical condition, able to stand for extended periods, and able to lift 20 lbs.
3. Demonstrated track record of reliability, responsiveness, and punctuality. 
4. Demonstrated track record of providing excellent customer service.
5. Must be able to work any shift, weekends, holidays, special events, and overtime, as needed, including 24-hour on-call rotation.
6. Must have employment eligibility in the U.S.
7. Must be able to obtain a valid gaming license.

Preferred Requirements:

1. Associate’s degree in a related area.
2. 2000 or 2003 MCSA certification.