What are the responsibilities and job description for the IT Support Technician I position at Muscogee Nation Gaming Enterprises?
Department: SS IT
Property: River Spirit Casino Resort
Location: Tulsa, OK, US, 74137
Full-Time/Part-Time: Full Time
Summary:
Provide an initial point of contact for end users to receive support and maintenance within Muscogee Nation Gaming Enterprises technology environment. This includes diagnosing, repairing, and maintaining software equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (by telephone, or via e-mail) in a timely, accurate fashion, and provide end-user assistance where required. Problem resolution may involve the use of diagnostic and help request tracking tools.
Responsibilities:
1. First point of contact for end user PC, printer, software, point of sale and telephony issues.
2. Receive requests, both directly from phone calls and via online portal, to perform initial analysis, and diagnosis of peripheral hardware and software issues for end users, and implement corrective solutions or escalation to other IT support staff as necessary.
3. Categorize, prioritize, and document end user requests by utilizing the IT ticketing system to track tickets and provide up-to-date status and information.
4. Provide other support for Information Technology products and services i. e. answering questions, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
5. Be accountable to SLO’s and quality of service standards.
6. Perform account maintenance of Active Directory user accounts.
7. Build strong end-user relationships by keeping commitments and having a strong customer service-orientated approach at providing support.
8. Create, review, and update documentation on resolutions and troubleshooting in the Incident Management system.
9. Complete other duties, tasks and activities as needed.
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, and/or ability required.
EDUCATION
Associate degree in the field of computer science, MIS, computer information systems or information systems and/or equivalent work experience. Preferred Certifications: A , Network , Security , MOUS, etc.
EXPERIENCE
2-3 years related work experience in the field of Information Technology
Excellent technical knowledge of PC and desktop hardware
Technical knowledge of PC internal components
Hands-on application troubleshooting experience
Working technical knowledge of current protocols, operating systems, and standards
LICENSES/CERTIFICATIONS
MCN OPG Gaming License is required
Key positions require knowledge and application of Title 31 reporting requirements.
Must have the ability to pass comprehensive background check, drug test, and obtain gaming license as required
