IT Support Technician III

Seneca Gaming Corporation•Niagara Falls, NY

57d•$26•Onsite

About The Position

Responsible for providing limited supervision, leadership, and direction to a staff of IT Support Technicians. Provides onsite support for all designated Seneca Gaming Corporation entities. This includes but is not limited to hardware, software, desktops, servers, networks, telecommunications, event setups, office moves, imaging/deploying PCs/Desktop and/or the AS/400, asset management, incident management, problem management, and basic project management. Works closely with IT Support Technicians to handle the dispatching of calls, the Application Services, and Technical Services team, management, and vendors to research and gain resolution on more difficult issues. Resolves and escalates technical problems according to standard operating procedures and within defined service levels. Documents, tracks, and monitors problems, and resolutions to ensure timely resolution. Will serve as a backup to IT Support Technicians when directed by the IT Support Shift Manager or the IT Service Desk Manager. Responsible for the acquisition and implementation of all workstations according to established procedures. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

Requirements

Must be 18 years of age or older upon employment.
Associates Degree in computer science, management information systems or a closely related field is required.
Minimum of five (5) years’ experience/school work in a Service Desk or similar Technology Support environment is preferred.
Minimum of five (5) years’ experience/school work supporting an IBM iSeries (AS/400) environment including commands and utilities, experience supporting in Windows networking environment including Windows clients and servers is preferred.
Customer service experience in an Information Technology environment is required.
Hands-on knowledge of Active Directory and network connectivity with TCP/IP, DNS, DHCP, and wireless.
Hands-on knowledge of Multi-Factor security applications
Ability to analyze and resolve problems according to established protocols
Ability to stay current with changes and updates in relevant technologies
Advanced troubleshooting skills to determine and resolve user issues
Detail-oriented multi-tasker with the ability to respond quickly to changing priorities in an organized and timely manner
Ability to complete high-quality work in a fast-paced environment within designated timeframes
Exceptional interpersonal and verbal/written communication skills
Strong customer service focus
Must be a self-starter and team player who also can work independently
Ability to take initiative, act independently, and anticipate requirements of the management team
Customer service experience in an Information Technology environment is required.
Must possess excellent communication skills.
Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
Must be able to demonstrate mentoring and coaching skills around day-to-day tasks.
Must have the ability to deal effectively and interact well with customers, vendors, and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be resourceful, utilizing all resources that are available to resolve issues.
Must demonstrate good judgment.
Must be a team player with strong interpersonal skills.
Must be able to stand, walk, and move through all areas of the casino/hotel.
Must be able to lift a minimum of sixty (60) pounds.
Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Nice To Haves

Bachelor’s Degree in computer science, management information systems or a closely related field or completion of three (3) or more of the IT-approved certifications is preferred.
An equivalent combination of education and/or experience is also acceptable.
Experience with PBX, IP Phones, and voicemail systems is preferred.

Responsibilities

Assume ownership of technical issues reported by our team members and triage the needed to a timely resolution.
Provide support to internal end users to diagnose and resolve hardware and software issues.
Respond to telephone calls, emails, and personnel requests for technical support.
Maintain and manage a support log for all activities through a centralized ticketing system.
Serve as a dispatched technician to all hardware/software issues that cannot be resolved via phone/remote support.
Perform all event setup/teardowns as requested by the business.
Will be in constant communication with all departments across the company.
Daily check-ins with management and teams to verify that their equipment is functional.
Will diagnose/repair any issues discovered.
Receive and respond to customer requests to identify, troubleshoot and resolve computer operating system, application, and hardware issues.
Responsible for the acquisition and implementation of laptops, desktops, and other workstations according to established procedures.
Will manage the overall deployment process including the discovery phase (identifying user and location, review of all required apps, determination of priority), assignment of build, Q/A, and deploy and supervisor of those tasks as well as updating the schedule.
Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the Seneca Gaming Corporation’s technical infrastructure.
Seek to gain an understanding of the technical infrastructure components in use throughout the company, their designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components.
Act as a mentor to IT Support Technician I’s and ensure that the appropriate troubleshooting tasks are carried out and understood by the Team.
Interact with customers, answering questions and responding to special requests.
Assist with resolving operational problems with users, and coordinating proposed solutions with the Application Services team, Technical Services team, and management.
Perform duties of project manager for basic to intermediate implementations.
Coordinating with all internal departments and vendors as necessary
Perform duties of Asset Manager, including procurement, receiving, tracking, and deployment of all IT assets.
When called upon, to perform the duties of Incident Manager, detecting incidents early, resolving incidents quickly and efficiently, and continually improving the incident management approaches.
When called upon, to perform the duties of Problem Manager, identifying the cause, or potential cause of one or more incidents.
Reduce the likelihood and impact of incidents by identifying potential causes and managing workarounds and known errors.
Order, receive, manage and deploy corporate mobile solutions through Verizon and Apple Business Manager.
Coordinate the activities of IT Support Technicians according to established processes and procedures.
Work with Application Services and/or Technical Services and hardware/software vendors to resolve hardware/software issues, online processing, or application problems as directed.
Participate in shift turnover (pre-shifts) to ensure timely resolution of problems.
Work with management to plan and accomplish goals.
May be asked to perform a variety of tasks as directed.
Create and update all documentation relating to infrastructure components and user locations.
Perform new hire orientation pertaining to all aspects of customer care, as assigned.
Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities.
Proactively assess potential risks and vulnerabilities within the environment.
Maintain a current understanding of all policies and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy.
Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times.
Maintain a professional work environment with supervisors, managers, and staff.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Must possess excellent time management and organizational skills
Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.
Hours are determined by a 24-hour schedule.