IT Operations Analyst - 24/7 Gaming & Hotels Support

Seminole Hard Rock; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

Seminole Hard Rock Support Services seeks an IT Operations Analyst I to monitor systems, respond to alerts, and support end users across a multi-domain Active Directory environment. You will install software, troubleshoot issues, and manage tickets from the Service Desk.

The role requires strong communication, problem solving, and independent work, with responsibilities spanning incident logging, account creation, and escalation of complex incidents to senior staff.

Qualifications

• Two years of IT industry experience; hospitality or gaming resort experience preferred.
• Shifts including nights and weekends available.
• Two+ years of PC/server/network architecture and operations experience.
• Proficient with Windows 7/10 operating systems.
• Proficient with Office 2016/365.
• Experience with Gaming systems, POS, Hotel PMS, ERP and AV systems.
• Bachelor's degree in computer science or equivalent technical experience preferred.
• A+, N+, MCP certifications preferred.
• ITIL certification preferred.

Responsibilities

• Answer calls to IT Operations Center and provide Level I/II support with first contact resolution.
• Log requests into ServiceNow ITSM and communicate status to customers.
• Log and dispatch incidents and service requests; update tickets and emails.
• Monitor and interpret system events in the NOC and maintain accounts in Active Directory.
• Create and maintain application accounts and assist in knowledge base updates.
• Escalate incidents to senior technicians and management as required.
• Coordinate with 3rd party providers and notify stakeholders of major incidents.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Independence

Customer service

Team coordination

Education

Bachelor's degree in computer science

A+ certification

Network+ certification

MCP certification

ITIL certification

Tools

ServiceNow

Active Directory

Windows 7/10

Office 365

Job description

Seminole Hard Rock Support Services seeks an IT Operations Analyst I to monitor systems, respond to alerts, and support end users across a multi-domain Active Directory environment. You will install software, troubleshoot issues, and manage tickets from the Service Desk.

The role requires strong communication, problem solving, and independent work, with responsibilities spanning incident logging, account creation, and escalation of complex incidents to senior staff.