IT Operations & Service Desk Analyst

Seminole Hard Rock Support Services; Florida; Presencial; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits package

Descripción de la vacante

Seminole Hard Rock Support Services in Florida is seeking an IT Operations Analyst I to monitor systems and respond to alerts, providing timely end-user support and incident handling. You will install software and troubleshoot issues in a multi-domain environment across a global WAN, ensuring incidents are escalated when needed.

The role requires 2+ years in IT, experience with Windows 7/10, Office 2016/365, and familiarity with Gaming systems, POS, and hotel PMS.

Formación

• Minimum 2 years in IT; hotel/gaming resort experience preferred.
• Availability for night/weekend shifts.
• 2+ years in PC/server/network architecture and operations.
• Proficient with Windows 7/10.
• Proficient with Office 2016/Office 365.
• 2+ years with Gaming systems, POS, Hotel PMS, ERP, and AV systems.
• Bachelor's in CS or equivalent experience preferred.
• A+, Network+ or MCP preferred.
• ITIL certification preferred.

Responsabilidades

• Answer phone calls to IT Operations Center and provide level I/II support; achieve a first call resolution rate of 70% or higher.
• Log calls into the ServiceNow IT Service Management system.
• Communicate status of requests to customers as needed.
• Log and dispatch incidents and support requests.
• Ticket administration: monitor and process tickets from the ticketing system and e-mail queue.
• Monitor, interpret and address system events displayed in the NOC.
• Create and maintain Active Directory and other application accounts.
• Maintain departmental knowledge base and contribute to current documents.
• Escalate incidents to senior technicians and management as required.
• Open requests for service with 3rd party providers.
• Communicate major incidents and send outage alerts.
• Operate procedures according to established policies.

Conocimientos

Verbal communication

Written communication

Problem solving

Independent work

First call resolution

Educación

Bachelor's degree in Computer Science

Herramientas

Active Directory

ServiceNow

Ticketing system

Descripción del empleo

Seminole Hard Rock Support Services in Florida is seeking an IT Operations Analyst I to monitor systems and respond to alerts, providing timely end-user support and incident handling. You will install software and troubleshoot issues in a multi-domain environment across a global WAN, ensuring incidents are escalated when needed.

The role requires 2+ years in IT, experience with Windows 7/10, Office 2016/365, and familiarity with Gaming systems, POS, and hotel PMS.