IT Technical Services Specialist

Job Description

Job Description

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) :

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

Knowledge, Skills, and Abilities :

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

Mandatory Requirements :

• 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.
• Must be in good physical condition, able to stand for extended periods, and able to lift 20 lbs.
• Demonstrated track record of reliability, responsiveness, and punctuality.
• Demonstrated track record of providing excellent customer service.
• Must be able to work any shift, weekends, holidays, special events, and overtime, as needed, including 24-hour on-call rotation.
• Must have employment eligibility in the
• Must be able to obtain a valid gaming license.

Preferred Requirements :

• Associate’s degree in a related area.
• 2000 or 2003 MCSA certification.
30+ days ago