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Job Information
Desktop Support Technician
Job Category: IT
Job Type: Full-Time
Job Type: Full-Time
Posted: 03-12-2019
Minimum Education: University
Degree Title:
Job Status
Stop Publishing: 14-06-2020
Start Publishing: 16-03-2020
BASIC PURPOSE: Responsible for the overall installation, configuration, and maintenance of all servers, workstations, devices and hosts that interconnect to the casino network. Duties include providing assistance to users, identifying and resolving problems related to applications & hardware. Coordinate and work with IT support vendors for troubleshooting specific casino problem areas. Performing regular maintenance on IT equipment and casino network hosts for effective network performance. Problem resolution will involve the use of diagnostic network troubleshooting and remote access tools; as well as hands-on support assistance. Incumbent serves as a liaison between users and the IT Department for quality IT support. Provides technical support in accordance with regulations set forth in the National Indian Gaming Commission (NIGC) Minimal Internal Control Standards (MICS), Taos Mountain Casino Ordinance, Tribal/State Compact, Taos Pueblo Regulatory Commission and casino IT Policies & Procedures. Works with IT & Casino Management to maintain critical casino technical infrastructure and any other duties as set forth by department or casino management. TYPICAL FUNCTIONS: • Provide system support to end users in adherence to casino IT Policies & Procedures and NIGC MICS regulations • Responsible for the operation and monitoring of all casino systems, servers as well as network infrastructure, appliances, and applications • Responsible for operation and monitoring of the slot accounting and player tracking systems including the addition and modification of usernames and passwords • First point of contact for end user support i.e. PC, printer, software, POS and telecom issues • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver quality service levels • Ensures the quality of IT operations in all areas of the operation, by communicating with all levels of users and offering direction and assistance, as needed • Assist in software updates and application/hardware roll-outs for casino operations • Perform account maintenance of Active Directory users and Slot Accounting users • Create, review, and update documentation on resolutions and troubleshooting for IT operations • Work with support vendors, ensuring they follow-up and resolve technical issues affecting casino operations • Provide and build strong customer service levels for IT support • Provide detailed documentation of troubleshooting steps in Service Desk tracking system • Supports work flow, to ensure effective overall operations in the IT Department. • Maintains a working knowledge of all appropriate software and network applications. • Answer, respond, and document Help Desk calls and e-mail requests. • Reports and informs IT Management of status regarding requests, projects/tasks, daily operations, and critical problems. • Any other duties as set forth by department or casino management.
REQUIRED COMPETENCIES: • Integrity / Honesty All Taos Mountain Casino employees must operate in an ethical manner by following all Taos Mountain Casino policies and procedures relating to cash transactions, handling, tracking, and proper behavior between staff and customers. Incumbent must conduct oneself above the appearance of doing something wrong. • Customer Service / Client Orientation All Taos Mountain Casino employees must be able to develop a clear understanding of customers’ needs and goals while maintaining clear communication with customer regarding meeting their expectations. Must follow though and respond to customers’ requests and inform them of action taken in a courteous, professional manner. • Goal and Task Management Incumbents in this job need to be able to plan, prioritize, set goals, establish standards, coordinate tasks, show concern for deadlines, and track progress with respect to personal performance. • Teamwork All Taos Mountain Casino employees must be competent in working effectively with division members and members of other divisions to resolve common issues or problems as well as listening and seeking others’ perspective on how to complete assignments. Keeps others informed and up-to-date about tasks, progress, or projects. • Team Leadership Incumbents in this job must effectively manage and guide group efforts by providing an appropriate level of feedback to both individuals and groups regarding their performance and progress. • Decisiveness Incumbent in this position must be able to successfully determine and initiate a course of action. Requires the consideration of multiple options, information sources, and development of contingency plans. • Interpersonal Skills (Working with Others) Incumbents in this position must be able to communicate one's feelings, preferences, needs, and opinions in a way that is neither threatening nor punishing to another person, while at the same time recognizing effort of others and praising that effort. MINIMUM QUALIFICATIONS: • Two years gaming experience preferred • Preferred Certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, Cisco Certified Entry Networking Technician (CCENT), Cisco Certified Network Associate (CCNA), Microsoft Technology Associate (MTA), Microsoft Certified Technical Specialist (MCTS) and; or Slot Accounting Certifications for Class 2 or Class 3 Systems. • Associate degree in the field of computer information systems or information systems and/or combination of education & experience
Prefered Skills
EDUCATION AND/OR EXPERIENCE: • Associates degree (AA) in related computer field • Two years computer experience required including networking • Experience in Microsoft applications and Cisco or Dell Hardware LANGUAGE SKILLS: • Must have good written and oral communication skills • Must possess the ability to produce organized, clear reports OTHER SKILLS: • Must be able to multitask. • Must be able to track work tasks assigned or IT issues as they develop • Must be able to work with minimal supervision. • Must possess excellent customer service skills. • Must be able to interact well with various department managers and users • Must be able to inform and updated users of IT statuses • Must be able to translate technical terms for comprehension of users & vendors • Must be able to effectively engage and communicate technically with users & vendors • Must have excellent organizational skills CERTIFICATES, LICENSES, REGISTRATIONS: • Must possess a current and valid New Mexico’s driver’s license • Must be able to obtain a gaming license
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