Techinician IT - FT

The Technician IT role, working under the guidance the Director of IT, is responsible for assisting with all end user requests including: user provisioning/de-provisioning, hardware/software installs/troubleshooting/repairs, networking Moves/Adds/Changes, VoIP phone configurations/troubleshooting, in-house/vendor application troubleshooting/problem resolution. This role also must have documented customer service and communication skills.

Essential Duties & Responsibilities

• Support of 24/7 production environment comprised of workstations, laptops, mobile device, network devices, printers, promotional KIOSKS, EGM [Electronic Gaming Machines], POS systems, scanners, plotters, VoIP equipment, WiFi, and PBX equipment throughout the Casino and San Manuel enterprise.  Support of a variety of applications for internal customers in departments such as HR, Slots, Accounting, Food & Beverage, Cage Operations, Facilities, and IT.  

• Monitor server/network equipment, respond to user calls and service tickets, trouble-shoot and escalate issues pertaining to production systems in support of Casino and Back Office activities.

• Provide written and verbal status reports, communicate and update customers and team of issues, and update online diagrams and documentation. Reinforce service level agreements.

• Participate in IT projects under direction of operation leads and management team. 

• Maintain organized, clean and safe work environment throughout the enterprise.       

• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.

• Perform installations and basic configurations of hardware, software, and telephones. Perform preventative maintenance.

• Participate in asset tracking, inventory management, telecom/network maintenance, vendor management, and process improvement activities.

• Ability to work any assigned shift (day/swing/graveyard).     

• Perform other duties as assigned to support the efficient operation of the department

Education/Experience/Qualifications

• Associate’s degree in Computer Science or related field and at least 2 years of relevant IT work experience required.

• Technical troubleshooting experience [documented ability to analyze and diagnose network, computer, and or telecom issues].

• Two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers].

• Ability to solve technical problems, work well under stress, and follow instructions.

• Ability to communication effectively to all levels of the organization.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

• Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.

• A+ Certification is a plus

• Position is required to obtain and maintain a gaming license with the Nevada Gaming Control Board (NGCB)

Physical Requirements/ Working Conditions – Environment

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. 

• Primary work environment is in a climate-controlled office setting.  

• Work requires travel to attend meetings, trade shows, and conferences. 

• Must be able to work in a fast paced, high demand environment.

• Sedentary work; involves sitting most of the time.  Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Hearing sufficient to hear conversational levels in person and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.

• Visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, or to make general observations of facilities, guests and employees.  Use close, distance, peripheral vision, and depth perception.

• Strength sufficient to frequently lift and/or move up to 10 pounds below or at waist level and occasionally lift; move or carry objects over 40 pounds below and at waist level with assistance.

• Mobility sufficient to safely move in an office environment; walk, stoop, bend, kneel, enter and exit.

• Endurance sufficient to maintain efficiency throughout the entire work shift and during extended work hours.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

SMGHA LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.