City
Las Vegas
State
NV
Shift
Day
Type of Shift
Full Time
Department
Information Technology
Corp Field Tech Operations Specialist II Golden Entertainment Corporate (Las Vegas, NV)
Description:
Summary:
Perform the overall activities of the IT Field Technology Operations team. The FTO Team consists of remote and on-site technicians in multiple locations who support our customers in the field. This position will be responsible for process improvement, assist in maintaining accurate inventory of all computer devices owned by the company, and support and document issues that arise throughout the field offices and other business locations.
Essential Functions and Responsibilities:
Deliver exceptional customer service when supporting customer requests
Deliver new and repaired equipment to end user locations and verify operation and printing with all applications
Document all work completed and associated databases including: Work Requests/Trouble Tickets, Purchase Requisitions/Purchase Orders, Technical Support documentation, Equipment Inventory/Parts Inventory and Network Addressing
Route unresolved issues to the appropriate staff member and communicates with the User Support Coordinator to ensure that the request is followed to completion
Investigate and resolve any issues resulting from substandard performance
Assist co-workers in troubleshooting complex operating problems
Coordinate the repair and return of defective equipment with appropriate vendors.
Support users with special information requests. Recommend hardware and software if appropriate
Closely collaborate with service management, applications support and other IT team members on timely resolution of customer service issues
Install, setup, repair and update A/V equipment, devices and software as required
Track equipment's shelf life throughout the company and help replace the equipment and software as needed
Able to disassemble old equipment and build new equipment using new hardware
Support service teams in achievement of service goals
Promote secure desktop environments by reviewing known security practices, and current threats
Work with the team leaders in resource identification and planning
Follow company policies and procedures
Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment
Manage multiple priorities and projects simultaneously
Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required
Assists with telephone equipment installation, troubleshooting and repair
Overtime and minor schedule adjustments as needed
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
Perform other duties as assigned
Requirements:
Qualifications
One year with Golden Entertainment IT or Six months in FTO or 1-3 years of related IT experience
Prior Casino / Hospitality / Guest Service experience preferred
GMS/ Pandora /Synkros and Guest Service experience preferred
Prior experience with but not limited to the following Telecommunications Systems; Mytel Telecommunications, IP Telephony, SIP Phones Mytel Voicemail preferred
Prior experience with Crestron Control Systems preferred
Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
Network switch configuration and Low Voltage knowledge preferred
General knowledge base of but not limited to the following products; Microsoft Operating Systems, Microsoft Programs and Suites, Mac Operating Systems and Programs, Adobe programs, Mytel client, Infogenesis, and Gaming systems
Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
Ability to manage priorities and communicate the plan clearly and effectively
Excellent interpersonal skills
Maintain professionalism, and confidentiality at all times
Proven experience providing high level of guest service
Certification in A+, Net+, Sec+ is preferred
Must have a reliable means of transportation; some travel required
Willing and able to work any and all shifts as assigned, including weekends and holidays
High school diploma or equivalent required
Degree in Information Technology or related field preferred
Communicate effectively in English, both written and verbal
At least 21 years of age
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Work Cards
Nevada Gaming
Valid Driver License
Physical Requirements
Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time)
Sitting at a desk or table (up to 50% of the time)
Proven ability to lift, pull or push and at times carry up to 50 lbs.
Proven ability to maintain a high level of concentration over an extended period of time
Vision, speech, hearing, and literacy
Work Environment Potential Conditions
Indoor
Cold
Noisy
Smoky
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
Return to Search (AppJobSearch1.jsp)
