Senior Help Desk Technician

Employment Requirements

This opportunity is not open to C2C relationships or visa sponsorship.

This opportunity is for local candidates only.

Job Description

Situated along the iconic Atlantic City Boardwalk, our partner\'s premier hotel and casino offers world-class entertainment, upscale dining, and luxurious accommodations with stunning ocean and city views. They pride themselves on delivering exceptional guest experiences in a dynamic, fast-paced environment. They seek passionate professionals who thrive on creativity, authenticity, and outstanding service. Our partner\'s team members are key to their success, and they offer competitive benefits to support their well-being and future. If you\'re ready for an exciting opportunity in the gaming and hospitality industry, we want to connect with you!

The IT Service Technician III is responsible for supporting and maintaining in-house computer systems, desktops, peripherals, applications, and supervising support staff. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software while ensuring optimal workstation performance. The role also involves troubleshooting problem areas, providing end-user training and assistance, and acting as a liaison between the Application Support team and the NOC support team. Small project management responsibilities are also expected. This position reports to the IT Support Manager.

Responsibilities

• Support the Helpdesk environment by addressing desktop and business system application issues.

• Maintain an updated inventory of system platform servers, peripherals, and network communication devices, including tracking hardware and software releases.

• Ensure smooth operations within an IBM iSeries (AS400) and server environment.

• Provide first-level support for team members, assisting with troubleshooting and resolving issues.

• Diagnose and resolve hardware/software problems such as operational discrepancies, job failures, and network issues.

• Escalate unresolved issues to the appropriate personnel.

• Assist in developing, maintaining, and enforcing IT operational procedures.

• Accurately document instances of application and hardware failures.

• Install, configure, test, maintain, monitor, and troubleshoot end-user technology, networked peripheral devices, and networking hardware.

• Respond to incoming calls and emails regarding technical issues.

• Contribute to the development, maintenance, and improvement of IT department procedures.

• Provide guidance and mentorship to junior team members.

Qualifications

• High School Diploma or equivalent with about 5 years of relevant experience, or an equivalent combination of education and experience.

• A and/or Network certification preferred.

• Strong understanding of infrastructure components, including servers, networking, and security.

• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Visio, Project, and OneNote.

• Office365 experience preferred.

• Experience leading teams, managing projects, and overseeing shift work.

• Strong troubleshooting and problem-solving skills with the ability to work independently.

• Casino IT experience preferred.

• Knowledge and experience with endpoint protection solutions.

• Flexible work schedule availability.

• Strong documentation skills.

• Familiarity with information security best practices and standard frameworks (NIST, ISO, etc.).