IT Technician II

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., 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.

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:

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.

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 smoking, flashing lights, loudness, and crowds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pulled from the full job description

• Paid time off
• Volunteer time off
• Opportunities for advancement

 

Full job description

Step into a workplace that's as exciting as it is rewarding!

FireKeepers Casino Hotel delivers a high-energy environment with vibrant entertainment, a strong team culture, and real opportunities to grow. Recognized as one of Michigan's Top Employers by Forbes, GlassDoor, and Michigan Works, we're proud to invest in our Team Members every step of the way.

Why join us?

• Grow your career with development programs and opportunities to advance from within.
• Comprehensive medical benefits, including exclusive access to the NOMI network, providing a "no copay" advantage.
• Give back through Volunteer Time Off (VTO).
• Generous PTO plan to recharge and reset.
• Incentive programs that recognize your contributions.
• Low-cost Team Member dining, provided by our award-winning culinary team.

SHIFTS AVAILABLE: Open availability required

PAY: Starting at $26.17 per hour, with opportunities for annual increases

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.