Technical Services Specialist

This position is responsible for responding to inquires and providing information to customers calling into a service hotline. Records all customer contact information in a call log. Evaluates situation, determines appropriate response escalates to designated specialist/resource for resolution of customer's problem or complaint. Tracks issues escalated for resolution to ensure customer receives timely response. Provides assistance to IT users for all aspects of end-user computing and desktop-based system software. Provides technical support and guidance through Tier 1 support and escalates issues to Tier II or Tier III resources based on escalation procedures. Evaluates, maintains, modifies and documents application support needs, participates in testing and evaluation of new applications/desktop hardware and implements prototypes. 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. Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes.

Primary Duties and Responsibilities: includes but not limited to:

• Provides hardware support to business customers, Subject Matter Experts (SMEs) or contracted external vendors based on defined escalation procedures

• Effectively and efficiently utilizes software tools the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls

• Assists in the analysis of the technical performance and reliability of systems against identified industry standards to ensure customer satisfaction

• Responsible for implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failures

• Assists 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 ownership

• Works with management, peers, and vendors to provide root cause analysis

• Creation and maintenance of troubleshooting and operational documentation

• Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions

• Provides and receives cross-discipline training to ensure maximum availability of systems

• Communicates effectively verbally, and in written form

• Carries and responds to off-hours communications device (Cell Phone)

• Actively pursues opportunities as an individual, group member and group leader to improve processes

• Ensures Service Level Objectives are met

• Identifies and troubleshoots abnormalities to resolution using a range of diagnostic tools

• Conducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures

Secondary Duties and Responsibilities:

• Configures, installs, monitors and maintains user's hardware when called upon by direct supervisor

• Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor

• Prioritizes efforts based on established guidelines and direction provided by the management team

• Executes preventative maintenance program tasks

• May provide on-site training for users

• Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

• Responsible for maintaining and enforcing confidentiality and privacy rules pursuant to all applicable regulations

• Complies with Mohegan Sun's Change Management process and methodology

• Provides on-call 24/7 production support for designated systems

• Promotes superior customer service

• Other duties as assigned

• Associates' Degree in Computer Science, Engineering, Business or a related field

• Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs

• Ability to obtain and maintain gaming licensure in one or more jurisdictions

~OR~

• High School Diploma or equivalent and four years of progressive Information Technology experience in a client technologies or customer service environment

• Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs

• Ability to obtain and maintain gaming licensure in one or more jurisdictions

Competencies: Incumbent will master the following competencies while in this position:

• Excellent customer service skills

• Excellent written and verbal communication skills

• Excellent written skills as demonstrated in providing detailed information in HEAT tickets

• Basic root cause analysis of technology solutions

• Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation

Training Requirements:

• Knowledge of Mohegan Sun corporate and department policies and procedures

• Mohegan Sun project management process and methodology

• Mohegan Sun timesheet categories and guidelines, + Must sit in front of a computer screen for extended periods of time

• Must be able to work various shifts and flexible hours

• Must be able to walk to locations within the MS Casino

• Must be able to hold a valid driver's license to drive in a company vehicle to MS locations on and off the casino property

• Requires occasional off-shift work, including late night and early morning hours

• Must be able to lift 30 pounds

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. What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe "The Spirit of Aquai". Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.