Technical Analyst I

As a Technical Analyst I you will play a key role in keeping critical enterprise applications and systems running smoothly across a world-class hospitality organization. In this fast-paced IT operations role, you will troubleshoot and resolve technical issues, monitor and maintain corporate systems, collaborate with Service Desk teams, vendors, and Level 2 support, and help drive continuous improvement through knowledge sharing and process enhancements. You’ll be responsible for managing incidents, communicating system status updates, identifying recurring issues, and contributing to long-term solutions that enhance system performance and reliability.

THE DAY-TO-DAY:

• Triage incidents escalated from Service Desk and Field Technology Support groups via ticketing system, e-mail, or phone
• Properly escalate unresolvable issues to Operations Center Level 2 team or appropriate vendor
• Monitor and manage all corporate systems under Information Technology systems responsibility
• Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives and clear files to gain space for efficient performance of applications
• Create and update knowledge documentation for First Call Resolution
• Identify ticket routing gaps and work with Service Desk to correct or improve gaps
• Identify reoccurring issues and finding ways to permanently resolve by working with Operation Center Level 2 support or the appropriate vendor
• Formally document all incident tickets per a predefined standardized process
• Advise management of major system or application issues
• Keep end users informed of system status
• Responsible for paging system/application outages and providing updates of those outages to IT departments

• Must be at least 21 years of age
• Must have a Bachelor’s degree in Computer Science, Engineering or a related field or equivalent work experience
• At least one (1) year of prior relevant experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported, such as such as Opera, LMS, Infogenesis, Patron Management, SpaSoft, and/or Stratton Warren.
• Previous Information Systems experience working with the following systems: Windows Server, Linux Red Hat, Enterprise Linux, and/or VMware (preferred)
• Previous experience working in a similar resort setting (preferred)

• Wellness incentive programs to help you stay healthy physically and mentally.
• Health & Income Protection benefits (for eligible employees).
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking on and off shift.
• Healthcare, financial, and time off benefits.
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.