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Overview: The IT Operations Analyst/Technician role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Responsibilities: ESSENTIAL JOB DUTIES: (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position) - Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts, and network issues. Refers problems to appropriate person when IT Operations Analyst/Technician’s best efforts cannot resolve issues. - Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. - Accurately document instances of hardware failure, repair, installation, and removal. - Liaise with, and provide training and support to, end users and staff on computer operation and other issues. - Install, configure, test, maintain, monitor, and troubleshoot end user technology, networked peripheral devices, and networking hardware products. - Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products. - Perform on-site analysis, diagnosis, and resolution of complex technical problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair as needed. - Receive and respond to incoming calls and/or e-mails regarding technology problems. - Responsible for cleaning and sanitizing work and public spaces. - Perform other duties as assigned. This is an entry-level hourly position in our 24/7 Help Desk. Qualifications: EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis) - A Bachelor’s degree in Information Systems or equivalent training and experience is desired. - Project management skills a definite asset. - Strong understanding of the organization’s goals and objectives. - Ability to present ideas in business-friendly and user-friendly language. - Highly self-motivated and directed, with keen attention to detail. - Proven analytical and problem-solving abilities. - Ability to effectively prioritize tasks in a high-pressure environment. - Strong customer service orientation. - Experience working in a team-oriented, collaborative environment. - Entry Level hourly help desk position that requires availability to work any shift, weekends, and holidays. ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc): - Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, AS400 Client Access; Microsoft Office, Windows Desktop Operating Systems, MS Outlook & PC hardware configuration skills. - Working technical knowledge of current network protocols, operating systems, and standards - Minimum of one (1) year of Information Systems experience or college level course work. - A+ Certification highly desirable - Must obtain and maintain valid licenses / certifications per Federal, State and ERGC Gaming regulations. - Must successfully pass background check. - Must successfully pass drug screening. - Must be at least twenty-one (21) years of age. - Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours. - Prior experience in the Gaming industry strongly preferred. Additional Details: