IT SUPPORT TECH I

Overview:

POSITION SUMMARY:

The Systems Support Tech role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Responsibilities:

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Responsible for level 1 help desk support at Hard Rock Northern Indiana.

• This may include, but not be limited to, systems such as Infogenesis Point of Sale, CMP, Adaxes/Active directory Management and related software and hardware. Also includes personal computers, printers and peripherals which play a key role in the operating environment of the casino.

• Ability to perform weekly audits on various casino essential software and end user system access.

• Available to work in a 24 hour, 7 day a week environment.

• Interface with company team members regarding computer program requests or problems.

• Ensure the computer/equipment areas are maintained in a clean and orderly fashion.

• Assist the Director of Property IT with identifying systems and programming requirements, setting priorities, and scheduling for systems maintenance, systems development, and programming projects, and ensure their efficient, cost-effective, and timely completion.

• Stay abreast of the state of the art in computer technology and systems.

• Promote positive end user relations, high employee morale, and performs tasks or other duties at the direction of department Management as assigned.

• All other duties as assigned.

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed.

Qualifications:

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

At least five years’ equivalent work experience in a technical analytical position responsible for managing server

environments. Project management skills a definite asset.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.

• Must successfully pass background check.

• Must successfully pass drug screening.

• Must be twenty-one (21) years of age.

• Must be able to work holidays and weekends, as well as flexible shifts with the understanding days off will fluctuate.

• Proof of authorization/eligibility to work in the United States.
• Proficient in MS Office Computer applications.
• Ability to sustain a high level of confidentiality and professionalism.
• Must be able to address stressful situation with guests with dignity and the utmost tact and politeness.

KNOWLEDGE OF:

• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Office 360, Windows Desktop Operating Systems, and PC hardware configuration skills.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Minimum of one (1) year of Information Systems experience or college level course work.
• A+ Certification highly desirable

ABILITY TO:

• Strong understanding of the organization’s goals and objectives.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Communicate clearly and concisely, both orally and in writing.

• Establish and maintain effective working relationships with those contacted during work.

• Be flexible to work varying shifts and time schedules as needed.

Additional Details:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.