Firekeepers Casino
IT Technician II
Firekeepers Casino, Battle Creek, Michigan, United States, 49014
Description
SCOPE OF POSITION:
The Information Technology (IT) Technician II will perform 2nd-level remote and desk-side support for end users of PC-based systems across all departments. Helps evaluate, plan, and execute projects related to hardware and software including operating systems, peripherals, office applications, networks, computer operations, phone systems, and POS devices. Provides guidance as a coach/mentor for a team of IT Tech I's and serves as an escalation point for more complex and in-depth tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following is a list of the primary duties and responsibilities of Information Technology (IT) Technician II. Other duties may be assigned as deemed necessary by business requirements and management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.
Identifies symptomatic trends within our Service Management Tool/ Work Order system and applies appropriate remedy including planning and execution of steps to resolve and engages Tech I's through assigning tasks.Serves as lead for scheduled events, ensuring advance setup and verification, with both IT and appropriate departments.Establishes asset management/ IT inventory processes and documentation for life-cycle of company technical assets.Leads and conducts the on-boarding of new hire IT Technicians to ensure training is accurate, applicable, and comprehensive.Provides end-user support in a timely and courteous manner and delegates as required to ensure timely resolutions.Creates, monitors, and evaluates service requests across shifts to ensure timely resolution and customer satisfaction.Resolves service request Technician II escalations and provides feedback for team development.This position may work directly with the LAN Administrator, Network Operations, IT Security, and Database Development, at Managements discretion, to engage in projects and advancement of skillset.Evaluates and forecasts hardware inventory in relation to business and support needs.Configures system management platforms to deploy, on scale, operating system images and applications utilizing Microsoft System Center Configuration Manager (SCCM).Installs hardware, software, operating systems and business applications including: computer implementations, software packaging/deployment, and application support.Performs administrative functions such as writing reports, maintaining accurate records, developing SOP's, and contributing to Support Services knowledgebase.Informs IT management of problem trends and provides detailed status reports.Provide exemplary user support and interact positively with guests, coworkers, and supervisors. Greet guests positively, treating each person respectfully and in a professional manner. Demonstrates skill in dealing with user and guest concerns using active listening skills to determine symptoms and to gain comprehensive understanding of issues as they arise.Understands the goals and vision of the organization and demonstrates commitment to those goals in terms of individual and team performance.Prioritizes tasks, handles multiple projects simultaneously.Maintains the highest level of confidentiality.Minimum Requirements
MINIMUM REQUIRED QUALIFICATIONS
An applicant's education, training, and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate's education, training and competencies through the interview process, testing and methods.
The requirements listed below are representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:
I can perform the essential functions of this job without accommodationsI can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*
Proficiency in both written and verbal English communication is required.
Two year combination of a technical degree or certification and three years Information Technology support related experience. Must demonstrate effective research, organization, and project management skills. Must possess effective communication skills, advanced experience supporting PC's, peripherals, software, and hardware with superior troubleshooting and analytical skills. Must be able to work independently as well as in a team environment. Must be at least 21 years of age.
GENERAL OR PREFERRED QUALIFICATIONS
Bachelor's degree in Information Technology and three years of work experience in Technical/ Desktop Support. Net+ or MS Certified Professional (MCP) preferred. Professional experience as an escalation point of contact or lead. Gaming related experience preferred.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to research and collect resources for knowledgebase, SOP's, and projects. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
REASONING ABILITY
Must demonstrate ability to identify and define issues, collect and document appropriate logs/ data for analyzation, and demonstrates effective analytical and systematic troubleshooting skills. Ability to interpret an extensive variety of technical documentation.
PHYSICAL & ENVIRONMENTAL DEMANDS:
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
The duties of this position require the ability to sit/stand at a computer, regularly perform daily walks and property assessments, and frequently assist Team Members desk-side. IT Technician II is required to lift up to 40lbs, work on ladders, handle inventory in the IT warehouse, run cabling and perform cable management under and around desks and workstations.
Must be able to work in a busy and dynamic casino environment, including exposure to flashing lights, loudness, and crowds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
INDIAN PREFERENCE
Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.
FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.
Category:IT & AV
SCOPE OF POSITION:
The Information Technology (IT) Technician II will perform 2nd-level remote and desk-side support for end users of PC-based systems across all departments. Helps evaluate, plan, and execute projects related to hardware and software including operating systems, peripherals, office applications, networks, computer operations, phone systems, and POS devices. Provides guidance as a coach/mentor for a team of IT Tech I's and serves as an escalation point for more complex and in-depth tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following is a list of the primary duties and responsibilities of Information Technology (IT) Technician II. Other duties may be assigned as deemed necessary by business requirements and management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.
Identifies symptomatic trends within our Service Management Tool/ Work Order system and applies appropriate remedy including planning and execution of steps to resolve and engages Tech I's through assigning tasks.Serves as lead for scheduled events, ensuring advance setup and verification, with both IT and appropriate departments.Establishes asset management/ IT inventory processes and documentation for life-cycle of company technical assets.Leads and conducts the on-boarding of new hire IT Technicians to ensure training is accurate, applicable, and comprehensive.Provides end-user support in a timely and courteous manner and delegates as required to ensure timely resolutions.Creates, monitors, and evaluates service requests across shifts to ensure timely resolution and customer satisfaction.Resolves service request Technician II escalations and provides feedback for team development.This position may work directly with the LAN Administrator, Network Operations, IT Security, and Database Development, at Managements discretion, to engage in projects and advancement of skillset.Evaluates and forecasts hardware inventory in relation to business and support needs.Configures system management platforms to deploy, on scale, operating system images and applications utilizing Microsoft System Center Configuration Manager (SCCM).Installs hardware, software, operating systems and business applications including: computer implementations, software packaging/deployment, and application support.Performs administrative functions such as writing reports, maintaining accurate records, developing SOP's, and contributing to Support Services knowledgebase.Informs IT management of problem trends and provides detailed status reports.Provide exemplary user support and interact positively with guests, coworkers, and supervisors. Greet guests positively, treating each person respectfully and in a professional manner. Demonstrates skill in dealing with user and guest concerns using active listening skills to determine symptoms and to gain comprehensive understanding of issues as they arise.Understands the goals and vision of the organization and demonstrates commitment to those goals in terms of individual and team performance.Prioritizes tasks, handles multiple projects simultaneously.Maintains the highest level of confidentiality.Minimum Requirements
MINIMUM REQUIRED QUALIFICATIONS
An applicant's education, training, and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate's education, training and competencies through the interview process, testing and methods.
The requirements listed below are representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:
I can perform the essential functions of this job without accommodationsI can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*
Proficiency in both written and verbal English communication is required.
Two year combination of a technical degree or certification and three years Information Technology support related experience. Must demonstrate effective research, organization, and project management skills. Must possess effective communication skills, advanced experience supporting PC's, peripherals, software, and hardware with superior troubleshooting and analytical skills. Must be able to work independently as well as in a team environment. Must be at least 21 years of age.
GENERAL OR PREFERRED QUALIFICATIONS
Bachelor's degree in Information Technology and three years of work experience in Technical/ Desktop Support. Net+ or MS Certified Professional (MCP) preferred. Professional experience as an escalation point of contact or lead. Gaming related experience preferred.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to research and collect resources for knowledgebase, SOP's, and projects. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
REASONING ABILITY
Must demonstrate ability to identify and define issues, collect and document appropriate logs/ data for analyzation, and demonstrates effective analytical and systematic troubleshooting skills. Ability to interpret an extensive variety of technical documentation.
PHYSICAL & ENVIRONMENTAL DEMANDS:
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
The duties of this position require the ability to sit/stand at a computer, regularly perform daily walks and property assessments, and frequently assist Team Members desk-side. IT Technician II is required to lift up to 40lbs, work on ladders, handle inventory in the IT warehouse, run cabling and perform cable management under and around desks and workstations.
Must be able to work in a busy and dynamic casino environment, including exposure to flashing lights, loudness, and crowds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
INDIAN PREFERENCE
Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.
FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.
Category:IT & AV