What are the responsibilities and job description for the Technology Service Technician - Information Technology position at Hard Rock Casino Cincinnati?
Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
Job Description
I.T. SERVICE TECHNICIAN I
Department: Information Technology
Reports To: I.T. Supervisor / I.T. Manager
FLSA Status: Non-Exempt
Pay Type: Hourly
Position Summary
The I.T. Service Technician I serves as the first point of contact for end-user technical support and is responsible for providing excellent customer service while troubleshooting, diagnosing, and resolving technology-related issues. This role supports property operations by installing, maintaining, and repairing computer hardware, software, mobile devices, peripherals, and related technology systems.
The I.T. Service Technician I works closely with all departments to ensure technology systems remain operational and users receive timely, professional support. The position follows established procedures, escalates complex issues when necessary, and assists with hardware deployments, software rollouts, and technology projects.
Essential Duties And Responsibilities
Minimum Qualifications
Job Description
I.T. SERVICE TECHNICIAN I
Department: Information Technology
Reports To: I.T. Supervisor / I.T. Manager
FLSA Status: Non-Exempt
Pay Type: Hourly
Position Summary
The I.T. Service Technician I serves as the first point of contact for end-user technical support and is responsible for providing excellent customer service while troubleshooting, diagnosing, and resolving technology-related issues. This role supports property operations by installing, maintaining, and repairing computer hardware, software, mobile devices, peripherals, and related technology systems.
The I.T. Service Technician I works closely with all departments to ensure technology systems remain operational and users receive timely, professional support. The position follows established procedures, escalates complex issues when necessary, and assists with hardware deployments, software rollouts, and technology projects.
Essential Duties And Responsibilities
- Provide first-level technical support to team members through phone, ticketing system, email, and in-person requests.
- Troubleshoot and resolve common hardware, software, printer, VPN, Microsoft 365, and account-related issues.
- Configure, deploy, install, and support desktop computers, laptops, mobile devices, monitors, printers, and related peripherals.
- Perform workstation imaging, setup, and deployment activities.
- Create, update, and maintain support tickets, ensuring proper documentation and timely resolution.
- Assist with user account administration including password resets, account provisioning, and deprovisioning in accordance with approved procedures.
- Support operating system, application, and security updates as directed.
- Assist senior technicians, system administrators, and network administrators with technology projects and upgrades.
- Perform preventative maintenance on hardware and technology equipment.
- Maintain inventory records for hardware, peripherals, and technology assets.
- Document troubleshooting procedures and contribute to departmental knowledge base articles.
- Escalate complex issues to appropriate IT resources while providing accurate troubleshooting information.
- Maintain computer rooms, IDF/MDF spaces, and technology storage areas in a clean and organized condition.
- Follow all company, regulatory, security, and compliance requirements.
- Perform other duties as assigned.
- Strong customer service orientation with excellent interpersonal skills.
- Basic understanding of Windows operating systems and Microsoft 365 applications.
- Basic understanding of computer hardware, peripherals, and mobile devices.
- Ability to diagnose and troubleshoot common desktop software and hardware issues.
- Familiarity with ticketing systems and service management concepts.
- Understanding of networking fundamentals including TCP/IP, Wi-Fi, DNS, and DHCP preferred.
- Ability to work independently and as part of a team.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Strong verbal and written communication skills.
- Demonstrated attention to detail and commitment to customer satisfaction.
- Ability to learn new technologies and support platforms quickly.
Minimum Qualifications
- High School Diploma or GED.
- Experience supporting computer hardware, software, and end users.
- Basic knowledge of Windows operating systems and Microsoft Office applications.
- Valid ability to obtain and maintain any required gaming or occupational licenses.
- Must be able to obtain and maintain Ohio Gaming License
- Associate degree in Information Technology, Computer Science, or related field.
- CompTIA A certification or equivalent technical certification.
- Experience with Microsoft 365, Active Directory/Entra ID, ServiceNow, Intune, SCCM, or similar enterprise technologies.
- Experience supporting hospitality, gaming, or service-industry environments.
- Ability to sit, stand, and walk for extended periods of time.
- Ability to lift and carry up to 50 pounds.
- Ability to bend, kneel, reach, and work under desks or in equipment rooms.
- Ability to work in office, casino, food and beverage, and entertainment environments as business needs require.