IT SERVICE TECH III

Overview

The IT Service Technician III role is to support and maintain in-house computer systems, desktops, peripherals, applications, and supervising the support staff. 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. The Tech III is expected to perform the role of liaison between the Application Support team and the NOC support team. Small project management is also expected of this role. This position reports to the IT Support Manager.

Responsibilities

• Supports Helpdesk environment fielding desktop and business system application questions.
• Assists with maintaining a current inventory of system platform servers and their peripherals, and network communication devices including hardware and software releases for all.
• Maintain operations in an IBM iSeries (AS400) and server environment.
• Provide first level support for team members.
• Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts, and network issues.
• Refers problems to appropriate person when IT Service Technician’s best efforts cannot resolve.
• Assist in preparing, maintaining, and upholding procedures for IT operations.
• Accurately document instances of application and hardware failures.
• Install, configure, test, maintain, monitor, and troubleshoot end user technology, networked peripheral devices, and networking hardware products.
• Receive and respond to incoming calls and/or e-mails regarding technology problems.
• Assists in development, maintenance, and improvement of Information Technology department procedures.
• Manage and/or provide guidance to junior members of the team.

Qualifications

• High School Diploma or equivalent and a minimum of five (5) years of similar experience required or an equivalent combination of education and experience.
• A and/or Network preferred.
• Must understand infrastructure components (servers, networking, and security).
• Must possess skill in Microsoft Office, specifically Word, Excel, PowerPoint, Visio, Project, and One Note.
• Office365 experience preferred.
• Previous experience in leading teams, projects, initiatives, and managing shift work.
• Strong and clear communication skills.
• Strong troubleshooting skills and be self-sufficient.
• Casino IT experience preferred.
• Endpoint protection knowledge and experience.
• Work schedule flexibility.
• Strong documentation skills.
• Must be familiar with information security common practice and standard frameworks (NIST, ISO, etc).

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