Job Description

Description

Provides first contact support; dispatches, monitors and communicates status of IT request. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Records, researches and patches level 1 and 2 support ensuring closure and documentation of request.
• Installs desktop applications and updates as required.
• Responds to questions concerning access to various software programs and other network resources.
• Receives, prioritizes and responds to service calls for incident resolution and documentation.
• Provides training to users as necessary.
• Monitors and elevates overdue service tickets.
• Recognizes and suggests areas for IT support staff improvements.
• Communicates to management high impact incidents, problems and requests
• Analyzes and trends incident requests.
• Meets or exceeds departmental metrics as established over time.
• Quickly restores services within the first level of support through diagnosis and application of known remedies and determination of the appropriate course of action.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.

PHYSICAL REQUIREMENTS

• Must be able to sit, stand and/or walk for up to 8 hours.
• Must be able to carry, reach, twist, bend and squat frequently.
• Must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 60 pounds with assistance as needed.

SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 “Be Kind. Always.” Your commitment will help us meet our Purpose.

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.

Requirements

EXPERIENCE, EDUCATION AND ELIGIBILITY

• Minimum age requirement for this position is 21 years old.
• Must have a minimum 2 years’ experience in information technology field required.
• Must possess a High School diploma or equivalent.
• Must have A+ certification within 90 days of hire.
• Must have ITF+ certification within 90 days of hire.
• Must have valid driver’s license and adequate transportation for travel between casino locations.
• Ability to type 40 WPM. 
• Prefer 1 year of experience working on IGT Advantage software. 
• Prefer 1 year of experience working on Agilysys InfoGenesis and Versa software.
• Prefer a background in Microsoft technologies including Office Suite (Word, Excel, Outlook, and PowerPoint).
• Ability to define problems/incidents, collect data, establish facts and draw valid conclusions.
• Strong attention to detail.
• Demonstrate fundamental understanding of ITIL processes.
• Strong written/oral communication and interpersonal skills.
• Network+ certification highly encouraged.
• Security+ certification highly encouraged.
• Strong knowledge of networking devices (Switches, routers, firewalls).
• Strong knowledge of peripheral devices (printers, copiers, FAX).
• Strong knowledge of data communication protocols and diagnostic tools (TCP/IP, telnet, Ping, Trace route, NSLookup).
• Basic knowledge and/or experience with telecom technologies (cell phones, desk phones)
• Knowledge of client connectivity and remote access tools.
• Knowledge of EIA/TIA communication standards.
• Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
• Comply with pre-employment, random and reasonable suspicion alcohol and drug testing. 
• Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission. 
• Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.

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