What are the responsibilities and job description for the IT Technician position at Route 66 Casino Hotel Campus?
Job Description
Job Description
JOB DESCRIPTION
Position Title : IT Technician
Department : IT
Employment Classification : Exempt
Position Summary / General Description :
The Information Technology (I.T.) Technician reports directly to the I.T. Manager. Incumbent monitors system, network, and security performance for any irregularities, repairs technical problems and escalates issues as needed. Assists with I.T. projects and supports the I.T. staff to assure continuity of service. Develops Knowledge Base documentation, makes recommendations for improvement, and addresses inadequacies in technical processes or environment. The I.T. Technician assists with Help Desk duties and responsibilities as needed.
Essential Duties & Responsibilities :
- End user support
- Customer friendly
- Create detailed trouble tickets using ticket tracking system
- Required to take on tickets above Help Desk responsibilities
- Find solutions to technically complex issues reported by end users, detected by monitoring, or escalated by the I.T. Help Desk staff
- Provide on-site support for end user problems, and escalate issues further to administrative staff as needed
- Provide end user training and support as necessary
- Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events.
- Assisting IT staff members
- Communicate accurate information to the I.T. staff on escalated problems
- Assist the Help Desk staff on reported escalated problems
- Participate in I.T. projects and assignments
- Review and respond to ticket tracking system (log), undertake priority tickets and troubleshoots end-user issues with systems, physical and virtual desktops, printers, and other technologies
- Assist with Help Desk Technician duties as needed, and serve as the first level of escalation for any issues the I.T. Help Desk cannot resolve without further education and training
- Maintain a cooperative and team-oriented attitude (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit)
- Resolving Problems and Technical Skill Improvement
- Resolve technical problems with moderate technical complexity
- Troubleshoot system / network / security issues and errors
- Initiate performance tuning functions for all software / hardware systems, as directed by I.T. Management
- Be proactive in training and take initiative to gather and review I.T. training materials
- Cooperate with technical support companies to resolve problems
- Continue with education and technical training to acquire certifications / degrees relevant to current and future systems employed by LD
Additional Responsibilities
Documentation and Quality Improvement
Review existing Knowledge Base documents and update as required
Create Knowledge Base documents for learned technical solutions
Create Knowledge Base documents for previously undocumented processes and procedures
Review current processes and communicate recommended changes to supervisor
Required Skills
Education & Experience Requirements :
Licensing & Certification Requirements :
Network or A certifications are desired. Any additional I.T. certifications are a plus.
Computer Equipment, Software, and Machinery Requirements :
Essential Physical Requirements :
Work Environment (inside / outside) :
Other Requirements :
