IT SERV TECH - III

Overview

COMPANY PROFILE:

In addition to its two Seminole Hard Rock Hotels and Casinos, the Seminole Tribe owns and operates the five Seminole Casinos; in Coconut Creek and Ho9llywood, on the Southeast coast in Immokalee near Naples, on the Brighton Reservation north of Lake Okeechobee, and on the Big Cypress Reservation south of Lake Okeechobee.

The Seminole Tribe has long been recognized for innovation in its gaming and other businesses.  It opened the first high-stakes bingo hall and casino in the United States in 1979.  That facility was the forerunner of the Indian Gaming movement throughout North America.

Analysts believe today's Seminole Tribe operates one of the most profitable gaming enterprises in the world.  In March 2007, the Seminole Tribe of Florida acquired Hard Rock International, the first transaction of its kind by an Indian tribe.  Hard Rock International is one of the most globally recognized music, entertainment, leisure and dining brands.  It includes the world's largest collection of authentic music memorabilia.  The deal also includes licensing of franchise agreements for additional restaurants, hotels and Hard Rock Live performance venues.

PROPERTY PROFILE:

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Casino Brighton can feel more like play than work. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits and a great work environment. If you're ready to join a stellar team full of tastemakers and trendsetters who stand out from the average resort crew, apply today.

Seminole Casino Brighton is a 27,000-square-foot casino with 400 slot and gaming machines, Table Games and high-stake bingo seats, with full service restaurant and lounge. Its warm and friendly staff, ultra-modern air-conditioning system, clean atmosphere, and rewarding casino promotions are a welcome alternative to big city gaming.

OUR COMMITMENT TO SERVICE:

We don’t have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current and future Guests.

Responsibilities

SUMMARY:

Maintains, analyzes, troubleshoots, and repairs networking, computer systems/peripherals, telcom and cellular devices.  Documents, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups.  Utilizes experience and judgment to plan and accomplish goals with limited supervision.  In addition, leads projects, provides training / support to Service Tech I/II, and oversees the Service Desk, including tier 3 support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintains existing IT standards and best practices.
• Analyzes data to identify trends requiring modifications / additional IT standards and best practices.
• Assists systems / networking team.
• Provides tier 3 support for complex technical issues.
• Delivers training, support and mentoring to IT Service Tech I & II.
• Administers Service Desk work orders for quality assurance.
• Leads projects to successful completion.
• Provide exemplary guest service to internal and external guests.
• Responds to phone calls and emails from Casino systems users with questions or issues related to the use of hardware, peripherals and software.
• Determines the true nature and scope of an issue utilizing established troubleshooting procedures.
• Provide support and training to users within established guidelines.
• Collaborates with IT team members to insure efficient operation of Seminole Gaming technology.
• Follows established Work Flow processes for Service Desk, task assignments and escalations.
• Completes assignments within established SLA’s and project deadlines.
• Communicates system issues and incidents to impacted parties as instructed by task leads/department head.
• Performs and documents duties according to established operational policies and procedures (SOP).
• Adheres to defined SOPs, departmental, property and organizational policies.
• Must be available to work different shifts including nights, weekends and holidays.
• Other duties as assigned.

Qualifications

Skills & Experience Requirements:

• Minimum 3 years in a technical support role and bachelor degree in Information Technology or industry equivalent.
• Technical certifications or industry equivalent required.
• Professional written and verbal communications skills.
• Friendly and service-oriented.
• Able to work any shift.
• Able to work in isolation for a full shift.
• Current Driver’s License and reliable transportation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must adhere to the Seminole Tribe's Policies and Procedures.
• Must be able to use common hand tools and electronic test equipment to troubleshoot, diagnose, and repair issues with computers, peripherals, and computer software
• Must be able to work with members of the Technical Staff and Management in a fast-paced environment to identify, isolate and resolve hardware and software issues.

WORK ENVIRONMENT:

• May be exposed to casino related environmental factors including, but not limited to: second hand smoke, excessive noise, and constant interaction with the general public.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move 20 pounds or more. Specific vision abilities that may be required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The work environment characteristics described here may be representative of those an employee encounters while performing the essential functions of this job.
• The Casino environment is hectic, fast-paced and often crowded and noisy.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CLOSING:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen

For a listing of all opportunities at Seminole Gaming, please go to www.gotoworkhappy.com.   

Disclaimer While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).