IT Support II

Description

Assist senior technical staff in the installation, configuration, support of network servers, and other associated equipment. Included are multiple on-line network systems, auxiliary consoles and peripheral equipment on electronic computer systems. Provide support to the phone system, computing infrastructure, and switch configuration, along with all application-based software and setups. Troubleshooting and initiates repairs for all hardware, software, and telephony devices. Be able to work independent with less detailed supervision. Provide direction and training to Level 1 technicians. Provide 24 hour per day on-call support while on on-call rotation.

Requirements

Essential Duties and Responsibilities include the following (Other duties may be assigned).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Help Desk phone and email support, answer questions and offer assistance to provide user satisfaction.
• Process all IT Requests for new users including workstations, printers, phones, and other peripheral equipment, loading all necessary software.
• Experience terminating structured cabling.
• Performs back-up, recovery and systems monitoring.
• Monitors and works all tickets in the incident tracking system.  
• Assists customers and resolves problems with computer hardware and software.
• Maintain, research, create, review, and update documentation.
• May be assigned as a lead on Operations projects.
• Create and terminate user’s accounts from start to finish in all business applications.
• Setup, maintain, and change phones in phone system, ACD, voicemail.
• Setup and maintain user software applications.
• Provide direction and training to Level 1 technicians.

Competencies

• Windows operating systems
• PC hardware architecture
• Basic Networking
• Microsoft Office, Server virtualization, Point-of-sale systems, Casino Management Systems
• IP telephony
• SQL Server
• Backup and recovery systems
• Office365 and Entra environments (Sharepoint, OneDrive)

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Excellent oral and written communication skills are required.
2. Ability to read, write and speak English at a level necessary for satisfactory job performance.
3. Ability to establish and maintain effective, cooperative working relationships.
4. Ability to work effectively with minimal supervision.
5. Must be able to manage several different tasks at once.
6. Knowledge of telecommunications.
7. Knowledge of networking.
8. Demonstrate aptitude for continuous learning and innovative thinking.
9. Must have flexible availability. 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Lift, move, carry materials and supplies weighing a maximum of 50 lbs. on an intermittent basis. Grasp, bend, stoop, reach, kneel, climb a ladder, walk/stand/sit for duration of shift. Position Type/Expected Hours of Work.

This is a full-time position and regularly requires long hours and frequent weekend and holiday work. May be required to work irregular hours including Day, Swing, Grave shifts, and shifts in excess of 10 hours. Weekend and holiday hours may be required. Will be on an on-call rotation.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. The company is multi-property and the employee must be willing and able to travel to all properties daily.

Education/Experience

1. 2-4 years experience related to Helpdesk, or other technical job-related work experience.
2. Technical training certificates desired.

Eligibility Qualifications

Nevada Gaming Registration

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description and analysis in no way or form states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties as assigned by their supervisor or manager.