56 Lvl 1 Technician - Shooting Star Casino : Job Details

SHOOTING STAR CASINO, HOTEL & EVENT CENTERJOB DESCRIPTIONMIS Technician IDEPARTMENT:MISEXEMPTION STATUS:NON-EXEMPTREPORTS TO:MIS MANAGERCOMPACT LEVEL:COMPACT IIIDATE PREPARED:MARCH 2020DATE APPROVED:MARCH 2020MINORS ELIGIBLE:NOGRADE LEVEL:7CASH HANDLING:NOPOSITION SUMMARYThis is an entry-level computer technician position to provide basic hands-on, phone service, and wide variety of hardware and software, pc support to end users throughout the SSC.This position will be the first responder for all support issues from SSC computer users who walk-in or call with computer related issues and will attempt to resolve each work order submitted by those end users.The position will work closely with Sr. MIS staff after determining severity levels of the work, attempting to resolve, and escalating the issue to the appropriate resource or expert within the MIS department. In all interactions, the position is responsible for making STAR service to guests and fellow team members a first priority.DUTIES & RESPONSIBILITIESProvides exceptional, STAR Service to ensure overall guest satisfaction.Performs the steps of STAR Service, which include:oSmile and GreetoTake Care of NeedsoAnticipate, Ask and ActoRemember to Thank and ClosePerforms the position-specific STAR service expectations, as outlined by the department.Answers all phone calls and greets walk-in SSC team members who are having computer related issues•Answers the phones with a pleasant and courteous voice and•Answers and greets SSC team members with a smile and eye contact when they visit the MIS department with support issues or questions.•Attempts to identify and resolve problems over the phone with SSC team members•Visits SSC team members in their departments to resolve issues when unable to do so over the phone.•Escalate support work orders to appropriate MIS staff when unable to resolve issues•Sets severity levels on support work orders to help MIS team set priorities on work ordersInstalls and configures computers, equipment and software as requested. Performs moves and re-installs existing equipment per work order.•Installation of personal computer hardware requested in MIS work orders.•Installs and configures SSC software on computers, specific to departmental requirements•Receives shipment of computer software and hardware parts to upgrade existing personal computers deployed across all of SSC•Installation of copiers, fax machine, printers, scanners, time clocks and telephone equipment per work order.Maintain MIS help desk system to ensure that all work orders are logged and tracked with clearly entered information on tasks that were done to resolve issues.•Create information and tools that will allow a self-help environment for all team members across SSC. •Perform in-person training assistance or provide written instructional information on educating and supporting our teams in all departments.•Create and close work order tickets in MIS helpdesk for all support engagements with SSC end-users•Track and document written instructions for typical and frequent end-user problems into the MIS knowledge base to be share by MIS team to better support our user base•Train or instruct users with the software and hardware that is deployed by the MIS team•Create or write instructional material for deployed technology solutions at SSCEDUCATION & EXPERIENCEAssociate degree (AA) in Information Technology or related field; or Two years directly related experience. Microsoft Windows installation a preferred.Experience connecting (networking) computers together a plusExperience configuring internet access for computers (wiring, routers, etc.) a plusExperience with printers, multiple monitor setups, mobile devices (phones & tablets) a plusMS Office experiences a plus.PC Anti-virus/Malware installation and configuration a plusCertificates, Licenses & DesignationsMust Meet licensing requirement as prescribed by the Tribal-State Compact for gaming(White Earth Gaming License)KNOWLEDGE, SKILLS & ABILITIES•Knowledge - On Personal Computers.•Knowledge - Of Microsoft Windows, MS Office and various other Software platforms.•Skills - In resolving basic computer errors on various hardware platforms•Skills - In resolving basic errors on various software platforms•Skill & Ability - Maintain a positive relationship with internal and external customers.•Ability - Read and understand Gaming MICS.•Ability - Frequently sit for long periods of time (up to 4 Hours)•Ability - To occasionally stoop, bend, squat and lift 25-50 pounds.•Ability - To climb ladders, reaching above/below shoulder height.•Ability - To distinguish colors•Ability - To work varying shifts and to be on standby for one week on a rotating schedule.WORKING CONDITIONS•Work is performed frequently in an office setting and occasionally on the Casino floor where the noise level can be moderate to loud.•Occasional exposure to moderate concentration of tobacco smoke.•Occasional exposure to dust, dirt and debris.•Minimal risk of electric shock.Note:Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job.They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.