Mohegan
Technical Services Technician
Mohegan, New London, Connecticut, us, 06320
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IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:https://www.myworkday.com/mohegan/d/inst/1$9925/9925$4497.htmld
Position Summary:
The incumbent in this position configures, installs, monitors, and maintains Mohegan Sun user's desktop software and hardware. Provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations associated with the CT property. Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video / media players, patron facing kiosks and hotel room technologies. Supports various event setups and office moves. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications / desktop hardware and implements prototypes. Provides technical support and guidance through Tier II support and escalates issues to other Tier II or Tier III resources based on escalation procedures.
Primary Duties and Responsibilities
:
includes but not limited to:
Responsible for implementing technical service uptime restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failuresIdentifies and troubleshoots abnormalities to resolution using a range of diagnostic toolsConducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation proceduresEffectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service callsAssists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownershipWorks with peers, management, and vendors to provide root cause analysisAuthors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutionsCreation and maintenance of troubleshooting and operational documentationProvides and receives cross-discipline training to ensure maximum availability of systemsCommunicates effectively verbally, and in written formEnsures Service Level Objectives are metSecondary Duties and Responsibilities:
Configures, installs, monitors and maintains user's hardware when called upon by direct supervisorExecutes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisorMay provide on-site training for usersResponsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)Minimum Education and Qualifications:
Associates' Degree in Computer Science, Engineering, Business or a related field~OR~
High School Diploma or equivalent and two years of progressive Information Technology experience in a large-scale, dynamic, and fast-paced client technologies or customer service environmentCompetencies:
Incumbent will master the following competencies while in this position:
Excellent customer service skillsExcellent written and verbal communication skillsExcellent written skills as demonstrated in providing detailed information in HEAT ticketsBasic root cause analysis of technology solutionsAbility to follow a specified checklist or procedure without unnecessary or unwarranted deviationTraining Requirements:
Knowledge of Mohegan Sun corporate and department policies and proceduresMohegan Sun project management process and methodologyMohegan Sun timesheet categories and guidelinesMohegan Sun Application Information Summaries and application escalation proceduresMohegan Sun incident report and escalation tool (ManageEngine)Mohegan Sun application and system knowledgebase (HPK)Customer service training and skillsPhysical Demands and Work Environment:
Office work environmentMust sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hours
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. MoheganSun reserves the right to make changes in the above job description whenever necessary
Work Shift:Swing (United States of America)
Regular
Knock, knock. Hear that sound? That's opportunity!
Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:https://www.myworkday.com/mohegan/d/inst/1$9925/9925$4497.htmld
Position Summary:
The incumbent in this position configures, installs, monitors, and maintains Mohegan Sun user's desktop software and hardware. Provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations associated with the CT property. Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video / media players, patron facing kiosks and hotel room technologies. Supports various event setups and office moves. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications / desktop hardware and implements prototypes. Provides technical support and guidance through Tier II support and escalates issues to other Tier II or Tier III resources based on escalation procedures.
Primary Duties and Responsibilities
:
includes but not limited to:
Responsible for implementing technical service uptime restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failuresIdentifies and troubleshoots abnormalities to resolution using a range of diagnostic toolsConducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation proceduresEffectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service callsAssists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownershipWorks with peers, management, and vendors to provide root cause analysisAuthors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutionsCreation and maintenance of troubleshooting and operational documentationProvides and receives cross-discipline training to ensure maximum availability of systemsCommunicates effectively verbally, and in written formEnsures Service Level Objectives are metSecondary Duties and Responsibilities:
Configures, installs, monitors and maintains user's hardware when called upon by direct supervisorExecutes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisorMay provide on-site training for usersResponsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)Minimum Education and Qualifications:
Associates' Degree in Computer Science, Engineering, Business or a related field~OR~
High School Diploma or equivalent and two years of progressive Information Technology experience in a large-scale, dynamic, and fast-paced client technologies or customer service environmentCompetencies:
Incumbent will master the following competencies while in this position:
Excellent customer service skillsExcellent written and verbal communication skillsExcellent written skills as demonstrated in providing detailed information in HEAT ticketsBasic root cause analysis of technology solutionsAbility to follow a specified checklist or procedure without unnecessary or unwarranted deviationTraining Requirements:
Knowledge of Mohegan Sun corporate and department policies and proceduresMohegan Sun project management process and methodologyMohegan Sun timesheet categories and guidelinesMohegan Sun Application Information Summaries and application escalation proceduresMohegan Sun incident report and escalation tool (ManageEngine)Mohegan Sun application and system knowledgebase (HPK)Customer service training and skillsPhysical Demands and Work Environment:
Office work environmentMust sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hours
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. MoheganSun reserves the right to make changes in the above job description whenever necessary
Work Shift:Swing (United States of America)
Regular
Knock, knock. Hear that sound? That's opportunity!
Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.