Title:  IT Technician-NonEx

JOB SUMMARY

The IT Technician plays a crucial role in providing user support and working

with the Corp IT Teams to provide customer-focused technical assistance for computer hardware and

software, mobile devices, and other tools and products. This role will support internal clients,

thoroughly document problems and steps to resolution, and aid in the creation of processes and

procedures that help improve user experience. The IT Technician will direct unresolved issues to the

next level support personnel but continue to follow up with customers and support personnel until

resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Maintain and support all property-wide user-based computer applications, upgrades, and security by serving as the first point of contact for end-users seeking assistance by phone, email, or in-person

o Monitor, respond to, resolve, and accurately document tickets within the Enterprise HelpDesk Service tool

o Take ownership of requests, follow through, and follow up even after transferring requests to others while regularly updating users on their status and tracking progress

o Document issues, steps taken, and resolution

o Ensure client satisfaction of the resolution provided

o Help enable users to solve their own problems through training and publishing self-service tools

o Resolve general application and hardware issues, i.e.

§ Password Resets

§ Business Applications (e.g., Gaming Applications, Hotel Systems, Marketing Kiosks and POS systems, etc.)

§ Hardware Support/replacement

· Perform local and remote troubleshooting through diagnostic techniques

· Recognize and report trending issues to help resolve root causes before they become more widespread

· Identify and suggest possible improvements to existing procedures based on feedback or expertise

· Create documentation for both users and other support personnel

· Install, test, and configure new workstations, printers, related peripheral equipment, and software

· Perform routine maintenance tasks on IT environments, such as reboots for patch management as directed by Corp IT Teams

· Perform onboarding/offboarding tasks

· Participate in after-hours on-call rotation for critical issues impacting the business at large, as applicable

· Ensure computing systems are operating in compliance with the regulatory environments and CDI IT Standard Security and Operating Policy and Procedures

· Communicate timely and effectively between the corporate IT team and all property IT staff.

· Embrace the opportunity for growth and learning through additional duties as assigned, a chance to expand your skills and knowledge in the dynamic field of Information Technology

· Perform other duties as assigned

REQUIRED SKILLS AND ABILITIES

· Flexibility to support a 24/7 365 information systems environment, as applicable

· Ability to communicate effectively with the team, corporate employees of different technical expertise, and all levels of management

· Ability to resolve customer problems and escalate further as appropriate according to Company procedures

· Maintain professionalism at all times, assertiveness and accountability, good timekeeping, and flexibility

· Excellent written and verbal communication skills (English)

· Customer-oriented approach

· Ability to work independently and as a team

· Ability to absorb and document new knowledge quickly

· Comfortable switching tasks quickly in a fast-paced environment

EDUCATION AND EXPERIENCE

· Associate degree in Information Technology or related field; may substitute equivalent experience and or certifications for the educational requirement

· Minimum two years of experience in supporting, troubleshooting, and maintaining IT Systems

· Knowledge of the following is required

· PC Setup and Deployment

· Active Directory – Account creation and memberships

· Security Permissions Management

· Hardware knowledge of both Mac and PC equipment

· Ability to perform primary PC and network troubleshooting

· Fundamental knowledge and understanding of basic networking technology

· Experience with Microsoft 365, AD, and Windows/MacOS

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

· While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

· The employee may be required to lift and/or move up to 25 pounds.

· The employee may be required to work long hours, including nights, weekends, and holidays.

· The noise level in the work environment is usually moderate to loud.

· The employee may be exposed to smoke when on the floor of the gaming room.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions