IT Technician

Delaware North Gaming is hiring a full-time IT Technician to join our growing technology team supporting Gate City Casino and the Sheraton Nashua in Nashua, New Hampshire. If you enjoy troubleshooting and supporting technology across applications, data, communications, hardware, networks, and end-user systems, this could be the collaborative team for you. In this role, you will provide first-level, onsite technical support for casino and hotel operations, with a primary schedule focus on evenings, nights, weekends, and holidays. You will also have the opportunity to contribute to exciting technology projects. You will manage support work through the IT ticketing system, resolve issues within scope, and escalate higher-impact or specialized issues to the appropriate resource., * Provide frontline technical support for casino and hotel team members and operational departments during assigned shifts

• Troubleshoot and support desktops, laptops, monitors, printers, scanners, mobile devices, peripherals, user accounts, approved software, network connectivity, and other property technology within the role’s scope
• Respond promptly to incidents and service requests that could affect casino operations, guest service, employee productivity, or the availability of business systems
• Create or maintain a ticket for all support work, including walk-up requests, telephone calls, monitoring alerts, assigned tasks, and issues identified during rounds
• Document the problem, business impact, troubleshooting performed, actions taken, user communications, resolution, and follow-up requirements in each ticket
• Actively maintain the assigned ServiceNow queue by reviewing new and aging tickets, updating status and notes, following up with requestors, meeting established service expectations, and closing completed work accurately
• Escalate incidents with clear technical notes, relevant evidence, impact details, and the troubleshooting already completed so the receiving team can act without unnecessary rework
• Perform routine setup, deployment, replacement, and maintenance of end-user hardware and approved software
• Follow established access-control, change-management, cybersecurity, gaming-compliance, and vendor-support procedures
• Coordinate with casino departments, corporate IT teams, gaming-system vendors, telecommunications providers, and other support partners as needed
• Participate in shift handoffs and communicate unresolved issues, operational risks, planned work, and items requiring follow-up
• Perform other technology-support duties necessary to maintain reliable casino operations

• At least one year of hands-on technical support, help-desk, desktop-support, field-support, or similar IT experience
• Experience using an IT service-management or ticketing platform; ServiceNow experience is a plus
• Experience documenting support work and managing an assigned ticket queue, including creating tickets for all work, entering useful work notes, prioritizing new and aging items, following up with requestors, maintaining accurate status and ownership, escalating when appropriate, and closing completed work accurately
• Working knowledge of Windows, Microsoft 365, user accounts, endpoint hardware, printers, scanners, peripherals, basic network troubleshooting, and common business applications
• Ability to troubleshoot methodically, communicate clearly with nontechnical users, and recognize when an issue requires escalation
• Schedule flexibility is required, including availability for weekends, and holidays.

$25.00 - $27.00 / hour

Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer.

What we offer

We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:

• Weekly pay
• Training and development opportunities
• Employee discounts
• Flexible work schedules

Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement., Holidays Weekends Evenings as needed