IT Support Technician I

This role of the Support Technician is to support and maintain the enterprise’s computer systems, desktops and a variety of application software, hardware, and peripheral devices so that the users in different departments can complete their tasks efficiently.  The Support Technician will maintain adequate knowledge of all current hardware and software in use to maximize the efficiency of the network and each user’s benefit from the systems and resources.  He/she will analyze and resolve the user’s technical problems in a timely and accurate manner and provide end user assistance and training where required.  The Support Technician will perform all functions in accordance with all applicable laws and gaming regulations, established departmental policies, procedures, and controls.

Essential Duties and Responsibilities:

• Provide support services to users of computer systems and data networks. 
• Installs, upgrades, maintains, and troubleshoots hardware and software according to industry and/or company standards. 
• Act as a first level problem identification, investigation, and resolution resource. 
• Supports team members from multiple departments and/or locations in resolving and maintaining an effective and efficient client/server and networking environment.
• Install, upgrade, configure, test, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products.
• Work with end users to identify and deliver required PC service levels.
• Assist in preparing, implementing, and enforcing procedures for logging, reporting, and statistically monitoring PC performance.
• Construct, install, and test customized configurations on various platforms and operating systems.
• Receive and respond to incoming calls, texts and/or e-mails regarding PC and/or hardware, software problems.
• Accurately document instances of hardware and software failure, repair, installation, and removal.
• Accurately record, update and document end user issues/requests using the help desk ticketing system.
• Communicate with users to ensure courteous, timely, and effective resolutions.
• Coordinates and/or performs hands-on fixes at the desktop level.
• Scan, remove and update anti-virus, malware, etc. on client workstations.
• Help maintain an inventory of all hardware and software.
• When necessary, work with third-party support and PC equipment vendors.
• Provide support and limited training to end users and staff on computer operation and other issues, both local and remote.
• Assist other IT staff in imaging and deploying PCs and notebooks to internal and external users.
• Performs other duties and assists in IT projects as assigned.
• Provides on-call technical support when assigned.
• Participates in Team meetings, providing input and suggestions.
• Perform other duties and projects as assigned.

Education, Qualifications and Experience:

• High School Diploma or the equivalent required.  Associate Degree in Information Technology or related field preferred.
• Minimum six (6) months of hands-on experience or the equivalent in a role with similar complexity required.
• Casino/Gaming Industry experience preferred.
• CompTIA A+ Certification or equivalent is preferred.
• Experience and/or knowledge of basic network and PC hardware, including Microsoft platforms and office products required.
• Knowledge of commonly used concepts, practices, and procedures within related field required.
• Basic understanding of Internet Protocols (IP) and telecommunication concepts and services.
• Strong interpersonal skills and ability to learn quickly.
• Must have the ability to understand and carry out oral and written instructions and request clarification when needed.
• Ability to communicate both verbally and in written form while working in a team environment.
• Ability to work under stressful circumstances and quickly analyze problems and solutions in a professional and courteous manner.
• Enthusiastic, organized, and ability to show a sense of urgency with the wherewithal to complete assigned tasks, including working longer shifts with little or no notice.
• Strong organizational skills to manage tasks with ability to influence others.
• Ability to build and maintain business relationships outside and within the organization.
• Maintain educational knowledge of the latest industry technologies to support organization.
• Maintain the highest level of confidentiality.
• Must have the flexibility to work hours outside the normal work schedule, at little or no notice, as business dictates.

Physical Demands:

• Some lifting and carrying is required.  Lifting items weighing as much as 60 pounds may be required, but this should occur rarely, i.e., less than 25% of the time.
• This position requires touching, handling, and manipulating tools and/or other items, reaching, manipulating and keyboard operation (typing).
• This position requires sitting, stooping, standing, bending, reaching, pushing, pulling, and walking.
• This position requires intense and exacting mental and visual attention.  The ability to adjust visual and aural focus is required.

Working Conditions:

• This job is typically performed under very comfortable working conditions; disagreeable elements are generally absent during normal job performance.  However, at times, it requires working in areas where the noise level is high, where there is secondhand tobacco smoke while performing intense, complex and very involved tasks with major responsibility.
• Must observe and comply with all safety regulations and procedures, including the use of any and all safety equipment provided.  Must practice safety at all times.
• Continuous mental and/or visual attention may be required; the work in IT can be either repetitive or diversified requiring constant alertness to monitor the accuracy of each task.
• The duties of this position will be performed in areas that are monitored at all times by Surveillance cameras.

Special Requirements:

• Must maintain a valid Oregon driver’s license.
• Must be 21 years of age or older.
• Must submit to and pass a drug/alcohol screening test.
• Must submit to and pass an Oregon State background investigation.

Proven gaming license eligibility preferred.