IT SERVICE TECH II

Overview

Seminole Casino Coconut Creek offers the market's most fully-integrated, energized, stylish and upscale local's casino experience featuring 2,300 Las Vegas style slots and over 65 live table games such as blackjack, baccarat and poker. Under its roof, the casino has the region's most sought-after steakhouse, NYY Steak, Sorrisi Italian Restaurant and the New York-style 1st Street Deli. Guests can entertain with live music and listen to tunes from the region's top DJs at Legends Lounge, Nectar and Sunset Grill. The Pavilion, a 1,200-seat capacity entertainment venue, has been a home to acts like Tony Orlando, Frank Sinatra Jr., Joan Collins and many more. Open 24/7,

365 days a year, Seminole Casino Coconut Creek is located at the corner of U.S. 441 (State Road 7) and Sample Road at 5550 NW 40 Street in Coconut Creek, Fla. F

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.

SUMMARY:

Maintains, analyzes, troubleshoots, and repairs networking, computer systems/peripherals, telcom and cellular devices.  Installs, upgrades or replaces hardware and software systems. Creates and maintains user account information including rights, security and systems groups. Documents processes.   Utilizes experience and judgment to plan and accomplish goals independently.  Leads projects.  Trains Service Tech I team members.

Responsibilities

Main Duties and Responsibilities:

• Provide exemplary guest service to internal and external guests.
• Independent shift management, problem solving and analytical skills.
• Independent installation of all computer models and applications with 95% accuracy and timeliness.
• Independent network administration including new account creation and maintenance with 95% accuracy and timeliness.
• Independently determines the true nature and scope of an issue utilizing established troubleshooting procedures.
• Exceeds Service Desk quality and SLA metrics.
• Leads and contributes to successful project completion.
• Delivers effective training, support and mentoring to IT Service Tech I.
• Responds to phone calls and emails from Casino systems users with questions or issues related to the use of hardware, peripherals and software.
• Provide support and training to users within established guidelines.
• Collaborates with IT team members and vendors to insure established SLA adherence.
• Follows established Work Flow processes for Service Desk requests, incidents, problems and escalations.
• Completes assignments within established SLA’s and project deadlines.
• Communicates system issues and incidents to impacted parties.
• Performs and documents duties according to established operational policies and procedures (SOP).
• Contributes to a positive work environment through cooperative and professional interactions with co-workers, guests, and vendors.
• 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.

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, team members, management and vendors in a fast-paced environment to identify, isolate and resolve hardware, software and network issues.

Qualifications

Skills & Experience Requirements:

• 2 years in a Service Desk role.
• Associate's degree in Information Technology or equivalent.
• Technical Certifications preferred.
• Technical knowledge and experience supporting hardware and business applications in a business setting.
• Working knowledge of current network protocols, operating systems and standards.
• Professional written and verbal communications skills.
• Friendly and service-oriented.
• Able to work any shift.
• Able to work in isolation for a full shift.
• Reliable transportation.

PHYSICAL DEMANDS:

• Able to lift and carry 30 pounds frequently during a shift.
• Able to navigate stairs and narrow spaces.

EMPLOYMENT PREFERENCE:

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 other members of federally recognized Native American Tribes who meet the job requirements.