Field Tech Specialist II

As a Field Technology Operations Specialist II, you are a vital part of our IT Field Technology

Operations team, serving as the front line of technical support for field offices and business

locations. You play a key role in ensuring smooth and secure technology operations by delivering,

maintaining, and troubleshooting essential equipment and systems. Your attention to detail,

problem-solving ability, and dedication to customer service directly support our operations,

empower our users, and uphold the company’s standards for reliability and performance.

Essential Functions and Responsibilities:

• Provide prompt, courteous service in alignment with the company’s guest service culture
• Deliver and install new or repaired equipment at end-user locations; confirm operational

readiness and printing functionality across applications

• Accurately document all completed work in systems such as work request and ticketing

platforms, purchase records, technical support logs, and inventory databases

• Route unresolved issues to the appropriate team members and collaborate with the User

Support Coordinator to ensure proper follow-through

• Identify and resolve performance issues; escalate as needed and assist colleagues in

troubleshooting complex problems

• Coordinate the repair and return of defective equipment with vendors
• Support user requests for hardware, software, or technical information; recommend

solutions as appropriate

• Partner closely with service management, application support, and other IT teams to ensure

timely resolution of user issues

• Install, configure, repair, and update audio/visual equipment, devices, and related software
• Monitor and track hardware lifecycle; assist with replacement planning and procurement
• Build and assemble equipment using new hardware; dismantle and dispose of outdated

systems per company standards

• Contribute to achieving service team goals by supporting day-to-day service operations
• Promote and maintain secure desktop environments by applying industry best practices and monitoring emerging threats
• Participate in resource planning and identification efforts with team leads
• Adhere to company policies, procedures, and regulatory standards
• Deliver exceptional customer service with integrity, professionalism, and attention to quality
• Manage multiple tasks and projects effectively in a dynamic environment

IT Field Technology Operations Specialist II

• Install, test, and terminate network cables, including 66 blocks, 110 blocks, patch panels,

RJ45 jacks, and other standard terminations

• Assist in the installation, maintenance, and troubleshooting of telephone systems
• Work overtime and adjust schedule as needed to support business operations
• Ensure compliance with all applicable gaming laws and company internal controls, policies

and procedures, Title 31, and federal regulations, if they apply to the position.

• Provide outstanding guest service in a timely manner to both guests and fellow team

members that meets the company’s guest service culture standards.

• Perform other duties as assigned.

Qualifications

• One year with Golden Entertainment IT or Six months in FTO or 1-3 years of related IT experience.
• Prior experience in a casino, hospitality, or guest-facing environment is strongly preferred.
• Familiarity with telecommunications systems such as Avaya/Mitel
• Experience with A/V systems such as Crestron and SoundWeb control systems is a plus.
• Knowledge of IT service desk practices (ITIL framework), escalation processes, and technical support channels preferred.
• Experience in high-security, high-paced environments requiring strict data confidentiality is beneficial.
• Working knowledge of Microsoft operating systems, Microsoft Office Suite, Adobe software,

and enterprise platforms such as Infogenesis, LMS, and gaming systems.

• Strong technical troubleshooting skills across computer, audio/visual, and

telecommunications systems.

• Ability to prioritize work and clearly communicate plans and progress.
• Excellent interpersonal, organizational, and customer service skills.
• Professionalism and confidentiality are essential.
• Certification in A , Network , or Security is preferred.

Requirements

• Must have a reliable mode of transportation; occasional travel required
• Must be available to work all shifts, including weekends and holidays, as assigned
• High school diploma or equivalent required; associate degree or higher in Information

Technology or a related field preferred

• At least 21 years of age
• Must be able to communicate effectively in English, both verbally and in writing
• Must obtain and maintain all work cards as required by the company
• Must be legally authorized to work in the United States