OBJECTIVE:
Business Imperative – “To create an unsurpassed gambling experience.”
Provides technical support to Barona Resort & Casino technology customers on all applications, systems, and equipment designated for support by Level IV technicians. Provides assistance and guidance to Level I through III Technicians. Works in a 24/7 Call Support Center environment to monitor system health and functionality and provide some systems administration. Answers and responds to incoming calls and e-mail received directly from internal customers. Provides over the phone and in person support to trouble tickets for client applications and desktop related hardware and peripherals. Properly escalates issues to higher level support with the IT department and/or to vendor support.
TYPICAL WORKING CONDITIONS:
Works in a Computer Room/Data Center with lower than normal temperatures
Works outside in both low and high temperatures
ESSENTIAL FUNCTIONS:
Provides assistance, training, and support to Level I through Level III Technicians
Provides support for all applications, systems, and equipment designated for Level IV by the Technician Tier Matrix
Provides advanced support and resolution for issues related to Microsoft Office, Microsoft Windows, and various types of hardware utilized by the company
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance
Escalates issues for resolution in a proper and timely fashion to other tiers/groups within IT, to IT management, and/or to vendor technical support; works with vendors for proper warranty service and/or RMA replacement of equipment
Logs and tracks calls using trouble ticket database, maintains history records and related problem documentation; provides updates, status, and completion information to customers, other members of IT, and Technical Services management
Performs and tracks follow-ups with any outstanding trouble tickets or issues. Keeps timely communication with customers on the status of their issues
Installation of client applications, desktop operating systems, desktop hardware, and related peripheral components and printers
Monitors system availability and performance; tracks system outages
Recommends and makes modifications to procedures and training material, working with the group’s supervisor
Maintains proper documentation for issue resolution, installations, configurations and inventory of hardware and software
Instructs users in use of equipment, software, and manuals either over the phone or in person, depending on shift assignment
Is required to know and understand Barona’s business imperative as well as the implied promises for the Technical Services group; responsible for delivering on the implied promises to our internal and external customers each and every time
Is required to know and understand our Visions Statement, Core Values, and Department Goals; required to assist the Technical Services team in achieving department goals on a weekly, monthly, and annual basis
All other duties as assigned
NOTE: This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this occupation.
MINIMUM QUALIFICATIONS:
Excellent customer service skills
Advanced knowledge of and troubleshooting skills with Windows 2000/XP and Microsoft Office 2000/2010
Advanced knowledge of and troubleshooting skills with desktop hardware, peripheral devices, and laser printers
Experience with troubleshooting network related issues
Experience with various utilities such as anti-virus, disk replication, and disk partitioning software
Demonstrate ability to work independently and effectively address issues as they arise without the need for and reliance upon a procedure to have already been written
Good oral and written communication skills with an ability to write reports, business correspondence and procedure manuals and effectively present information and respond to question from groups both inside and outside of the department
Ability to prioritize tasks
Ability and willingness to work in a fast paced high volume environment and work effectively under pressure and with time constraints
Ability to effectively and efficiently work independently as well as part of a team
REQUIRED EXPERIENCE:
A combination of education and work experience is required
At least 4 years as a computer technician or a combination of 3 years experience and 1 year of related education and training
REQUIRED EDUCATION AND CERTIFICATION:
CompTIA A+ certification and one MCP and NETWORK + Certifications (other certifications may be accepted in lieu of those listed)
Computer Degree is desirable
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
Please refer the Data Support Sheet for the position