What are the responsibilities and job description for the Field Support Analyst (IT Support) position at Kickapoo Lucky Eagle Casino · Hotel?
Job Details
Kickapoo Casino Harrah - Harrah, OK Full Time Any
Job Description
Job Description:
Qualifications:
Kickapoo Casino Harrah - Harrah, OK Full Time Any
Job Description
Job Description:
- Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
- Responds to team member request and service tickets, troubleshoots, and escalates issues pertaining to production systems.
- Participates in Information Technology (IT) projects under the direction of Assistant General Manager and Senior Leadership team while maintaining an organized, clean, and safe work environment throughout the enterprise.
- Conducts and audits asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
- Configures and images laptops, desktops and other endpoint devices with standard policies to comply with security baselines.
- Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
- Interfaces with 3rd party manufactures to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
- Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
- performs other duties as assigned to support the efficient operation of the department.
Qualifications:
- Associate degree in Computer Science or related field is required.
- Minimum of two (2) years of relevant IT work experience is required.
- Minimum of two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers].
- Equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of minimum educational/experience requirements indicted above.
- Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
- Ability to solve technical problems, work well under stress, and follow instructions.
- Customer service and vendor management experience is preferred.
- Experience working in Casino or Gaming industry is preferred.
- Exceptional customer service skills and the ability to communicate effectively with all level enterprise.
- Ability to de-escalate tense situations to problem-solve effectively.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed individual with keen attention to detail and proven analytical and prioritize and execute task in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Must present a professional approach within each opportunity.
- Ability to work any assigned shift (day/swing, graveyard).
- Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.
