Systems Technician II

System Technicians are integral members of the organization’s community as they work to support the Elite Casino Resorts mission and vision. They provide services necessary for a high quality technology experience. System Technicians are expected to adhere to ethical standards of professional conduct and act in a manner consistent with the organization’s code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness. The System Technician I role is a frontline, customer facing position. This role is primarily responsible for entitlement management, contact management, credential entitlement, inventory and asset management, help desk system monitoring and reporting, team support, equipment maintenance, compliance auditing, computer and peripheral deployment, alert monitoring, and problem resolution.

Essential Functions:

• • Customer service – Act as the first point of contact for the Technology Help Desk for all Elite Casino Resort properties.
  • Entitlement services – Manage changes related to physical and logical access. This is done by applying access and permissions based on requirements evaluation and developing solutions to achieve system functions per the requirements specifications.
  • Procurement –Gather information from end user opportunities and evaluate their job requirements to determine hardware, software, or system functional specifications, design a solution, and propose to leadership. Assist teammates with inventory control, asset disposal, shipping and receiving.
  • Equipment deployment – Deploy telephone, computing, and peripherals by designing system images, testing configuration templates, and installing hardware/ software / systems based on end user requirement specifications and evaluation techniques
  • Patch management – Assist with patch management by creating, testing, and deploying security and software version updates to company computing assets, troubleshooting and remediating any issues or concerns while maintaining the appropriate priority, and the following the escalation process.
  • Ticket handling – Assist end users with break/ fix troubleshooting, equipment moves, and recurring compliance related responsibilities based on priority and document key findings/ developed solutions
  • On call duties – Participate in the after-hours on call rotation to investigate and examine system alarms, respond to critical end user techical needs, and remediate business impacting events.
  • Monitoring – Actively monitor company technology assets by watching monitoring tools and respond when thresholds are exceeded to rectify the root cause.
  • Compliance auditing – Assist with regular and ongoing compliance audit review related to entitlement review, log evaluation, security events, and evaluate the results to determine and document compliance status
  • Enterprise Printing - Support the enterprise workgroup/desktop printer and multi-function (print, copy, scan, fax) fleet configuration and by working with vendors to maintain the necessary supplies, maintenance kits, and problem resolution
  • Move Add Change – Manage directory services as it pertains to user rights and permissions, email distribution groups, and security entitlement. Apply change management when delivering application and database specific modifications requested by end users. Coordinate modifications to physical work space and/or technology equipment.
  • Documentation - Assist with writing documentation related to all aspects of the essential duties defined here to be used as process and procedure guidelines. Provide documentation to complete ticket handling that includes step by step guidelines for the action taken.
  • Vendors - Manage problem resolution activities with 3rd party vendors including ticket creation and remote access.
  • Team Mentoring - Receive guidance and constructive feedback from other team members
  • Automation - Design, test, and create software installation packages related to or running on top of machine operating systems as it pertains to software repairs and vendor-supplied patches including documenting the end result / solution
  • Deployment Systems - Utilize deployment systems to manage assets , create machine images, test application deployment, and complete patch management deployment
  • Enterprise Backups - Assist with basic backup duties and tape rotation to maintain compliance