Technical Support I - Information Technology (On-Site)

Position Overview

The primary responsibility of the Technical Support Level I is to troubleshoot and assist internal and external guests over the phone, monitor systems located in the Computer Room, and maintain documentation.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities

• Provide PC & iSeries related technical assistance for departmental users
• Provide assistance tower Guests connecting to in-house High-Speed Internet
• Must comply with logging and databases
• Must comply with documentation for proper ticket writing and troubleshooting
• Must make every attempt (exhaust all resources) to assist callers over the phone
• Flexible schedule for mandatory meetings or emergency shift adjustments
• In absence of Technical Support I technician, the AS400 Assistant Operations Manager will reassign job responsibilities to another available appropriate Technical Support I technician
• Provides ideas and suggestions for new products, services, technology and processes to ensure VCR’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
• Assess, evaluate and review technical operation for the purposes of organizing the repair or troubleshooting of potential repair, and/or providing direction on work, tasks or processes in accordance with company guidelines.
• Adheres to the company’s status quo third party representation philosophy, complies with company policies, legal requirements and collective bargaining agreements.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.
  
  

Additional Duties & Responsibilities

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• 2 years of experience with intermediate to advanced PC computer knowledge including MS Office Applications.
• Ability to troubleshoot and deduce PC related challenges.
• iSeries or AS/400 experience and A certified.
• Must have excellent communication skills and polite, professional telephone etiquette.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.
  
  

Physical Requirements

Must be able to

• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.