Job Description

Work with Property IT Management and Enterprise IT to support business technology, computer system and data communication systems; responsible for providing first and second-level support function for end-user and customer facing technology, property-based server, network, and related infrastructure. Also performs support for telephones and related technologies; may also support audio and video systems and special event operations. Exercise sound judgement to Resolve complex business, computer system and data communication problems; provide specialized problem solving and problem resolution skills, participate in local aspects of enterprise and property-driven technology projects.

• Responds to technology related Incidents and Service Requests calls and ensures IT support and service requests are handled or escalated in a timely manner, ensures updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate. Provide first and second-level support for incident and service requests. In carrying out these duties, exercise sound judgement based upon best practices and knowledge to first analyze and decide the best method of problem resolution.

• Assists in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for on-premises technology, decide when to escalate complex problems to more senior IT team members and service provider/vendors as necessary.

• Assists in execution and verification of impact to IT Change Tasks where impactful to property operations

• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first and second level support for server, network and related infrastructure, clients/end-users requests, marketing/hospitality/gaming special events, and other duties as required

• Plan, coordinate and execute installation, upgrade and maintenance of gaming, hospitality, and back of house hardware and software products adhering to Enterprise IT Change Control and local regulatory processes. Maintain communication with project and product management teams, clients, and vendors

• Participates in Vulnerability Remediation activities for server, network and related infrastructure, customer facing and end-user systems and other technologies as necessary. Administer systems and utilities to analyze and secure computer operating systems, software programs, database resources and network infrastructure to comply with security, audit, and regulatory requirements

• Responsible for response to automated monitoring alerts and maintenance of monitoring of local resources with enterprise monitoring team

• Updates procedures and documentation for select platforms

• Drive process and operations improvements locally with a mind on impact to the overall enterprise

• Perform entry-level and intermediate technical tasks/repairs on server, network and related infrastructure, desktop, end-user, and customer facing platforms

• Participate in Property/Regional IT Team on-call rotation providing Tier 1 response to business-critical operation incidents during business operating hours (24x7 where applicable) on a periodic basis

• Work as part of the local IT Team in the delivery of IT services, projects and assignments

• Uses the Service Management System to track and close all client/user incidents, request, change, and problem activities

• May assist to ensure the local data center is maintained at prescribed environmental levels and in a clean and orderly condition

• Adhere to system management criteria, policies and procedures; Ensure established enterprise standards are followed and enforced

• Not a remote worker position, however, some remote work required

• Bachelor’s degree in a computer science-related field, or equivalent experience required

• Technical certifications in OS, infrastructure virtualization, and networking desired

• Minimum two years work experience in a technical support/systems administration role

• General understanding of production operating systems, virtualization, transaction processing systems, relational database architecture, wide and local area networks, communication protocols required. Experience with mission-critical gaming and hospitality systems desired

• Excellent communication and customer service skills required

• Strong personal computing skills required

• Demonstrated intermediate-level technical skills in multiple platforms desired
• Ability to work in a fast paced and high-pressure work environment

• Flexible to work various day/shifts may be required

PHYSICAL WORK ENVIRONMENT AND REQUIREMENTS:

• The successful candidate will be required to have, or obtain as part of the hiring process, the appropriate jurisdictional casino gaming license
• Lifts up to a maximum of 50 lbs. and must be able to carry objects weighing up to 25 lbs
• Must be able to work in areas containing high noise levels, bright lights, smoke, and dust
• Position requires approximately 30% standing, 40% sitting, 30% walking
• Requires some pushing and climbing
• Requires very frequent twisting, stooping, bending, kneeling and reaching overhead
• Must be able to respond to touch, speech, aural and visual cues
• Must be able to maneuver all areas of the casino