Technology Systems Technician Level I - III

System Technicians are integral members of the organization’s community as they work to support the Elite Casino Resorts mission and vision. They provide services necessary for a high quality technology experience. System Technicians are expected to adhere to ethical standards of professional conduct and act in a manner consistent with the organization’s code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.

The System Technician II role is a frontline, customer facing position. This experienced role is primarily responsible for entitlement management, equipment maintenance, compliance auditing, computer and peripheral deployment, alert monitoring, and problem resolution.

• Entitlement services – Manage changes related to physical and logical access. This is done by applying access and permissions based on requirements evaluation and developing solutions to achieve system functions per the requirement specifications.
• Procurement
  - Gather information from end user opportunities and evaluate their job requirements to determine hardware, software, or system functional specifications, design a solution, and propose to leadership. Assist teammates with inventory control, asset disposal, shipping and receiving.
• Equipment deployment – Deploy telephone, computing, and peripherals by designing system images, testing configuration templates, and installing hardware/ software / systems based on end user requirement specifications and evaluation techniques.
• Patch management – Assist with patch management by creating, testing, and deploying security and software version updates to company computing assets, troubleshooting and remediating any issues or concerns while maintaining the appropriate priority, and the following the escalation process.
• Ticket handling – Assist end users with break/ fix troubleshooting, equipment moves, and recurring compliance related responsibilities based on priority. This includes assisting with workload prioritization as well as ensuring that key findings / developed solutions are documented.
• On call duties – Participate in the after-hours on call rotation to investigate and examine system alarms, respond to critical end user technical needs, and remediate business impacting events.
• Monitoring – Actively monitor company technology assets by watching monitoring tools and respond when thresholds are exceeded to rectify the root cause.
• Compliance auditing – Assist with regular and ongoing compliance audit review related to entitlement review, log evaluation, and security events, and evaluate the results to determine and document compliance status.
• Enterprise Printing – Manage the enterprise workgroup/desktop printer and multi-function (print, copy, scan, fax) fleet configuration and by working with vendors to maintain the necessary supplies, maintenance kits, adding/ removing equipment from coverage, and problem resolution.
• Move Add Change – Manage directory services as it pertains to user rights and permissions, email distribution groups, and security entitlement. Apply change management when delivering application and database specific modifications requested by end users. Coordinate modifications to physical work space and/or technology equipment.
• Documentation
  - Assist with writing documentation related to all aspects of the essential duties defined here to be used as process and procedure guidelines. Provide documentation to complete ticket handling that includes step by step guidelines for the action taken.
• Vendors
  - Manage problem resolution activities with 3rd party vendors including ticket creation and remote access.
• Monitor workload of other team members and assist others to help shorten time frames while driving problem resolution. Point of escalation for other team members.
• Team Mentoring
  - Offer mentoring guidance to other team members to help further develop their skills through improved evaluation, and diagnostic techniques and effective technical procedures
• Automation
  - Design, test, and create software installation packages related to or running on top…