FIELD TECH OPERATIONS SPECIALIST II

Summary: Perform the overall activities of the IT Field Technology Operations team. The FTO Team consists of remote and on-site technicians in multiple locations who support our customers in the field. This position will be responsible for process improvement, assist in maintaining accurate inventory of all computer devices owned by the company, and support and document issues that arise throughout the field offices and other business locations. Essential Functions and Responsibilities: Deliver exceptional customer service when supporting customer requests Deliver new and repaired equipment to end user locations and verify operation and printing with all applications Document all work completed and associated databases including: Work Requests/Trouble Tickets, Purchase Requisitions/Purchase Orders, Technical Support documentation, Equipment Inventory/Parts Inventory and Network Addressing Route unresolved issues to the appropriate staff member and communicates with the User Support Coordinator to ensure that the request is followed to completion Investigate and resolve any issues resulting from substandard performance Assist co-workers in troubleshooting complex operating problems Coordinate the repair and return of defective equipment with appropriate vendors. Support users with special information requests. Recommend hardware and software if appropriate Closely collaborate with service management, applications support and other IT team members on timely resolution of customer service issues Install, setup, repair and update A/V equipment, devices and software as required Track equipment's shelf life throughout the company and help replace the equipment and software as needed Able to disassemble old equipment and build new equipment using new hardware Support service teams in achievement of service goals Promote secure desktop environments by reviewing known security practices, and current threats Work with the team leaders in resource identification and planning Follow company policies and procedures Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment Manage multiple priorities and projects simultaneously Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required Assists with telephone equipment installation, troubleshooting and repair Overtime and minor schedule adjustments as needed Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned Requirements: Qualifications One year with Golden Entertainment IT or Six months in FTO or 1-3 years of related IT experience Prior Casino / Hospitality / Guest Service experience preferred GMS/ Pandora /Synkros and Guest Service experience preferred Prior experience with but not limited to the following Telecommunications Systems; Mytel Telecommunications, IP Telephony, SIP Phones Mytel Voicemail preferred Prior experience with Crestron Control Systems preferred Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data Network switch configuration and Low Voltage knowledge preferred General knowledge base of but not limited to the following products; Microsoft Operating Systems, Microsoft Programs and Suites, Mac Operating Systems and Programs, Adobe programs, Mytel client, Infogenesis, and Gaming systems Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring Ability to manage priorities and communicate the plan clearly and effectively Excellent interpersonal skills Maintain professionalism, and confidentiality at all times Proven experience providing high level of guest service Certification in A+, Net+, Sec+ is preferred Must have a reliable means of transportation; some travel required Willing and able to work any and all shifts as assigned, including weekends and holidays High school diploma or equivalent required Degree in Information Technology or related field preferred Communicate effectively in English, both written and verbal At least 21 years of age Obtain and maintain all work cards as required by the company Verify right to work in the United States Work Cards Nevada Gaming Valid Driver License Physical Requirements Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time) Sitting at a desk or table (up to 50% of the time) Proven ability to lift, pull or push and at times carry up to 50 lbs. Proven ability to maintain a high level of concentration over an extended period of time Vision, speech, hearing, and literacy Work Environment Potential Conditions Indoor Cold Noisy Smoky Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.