IT Technician

RiseMe; Rohnert Park (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Graton Resort & Casino seeks a capable IT support professional to handle first‑level server and desktop hardware/software issues, including OS, security, and disaster recovery. You will assist guests and Team Members with setup and troubleshooting, escalate complex problems, and help deploy hardware as needed.

The role requires strong communication, time management, and teamwork, with responsibilities expanding to training and IT operations continuity during pandemics.

Qualifications

• Experience administering and supporting Windows 10/11 desktops and Microsoft Office.
• Excellent time management and teamwork skills.
• Documentation of policies and procedures preferred.

Responsibilities

• Provide first level IT support for server and desktop hardware/software, OS, security, and disaster recovery.
• Assist guests and team members with hardware/software setup and troubleshooting.
• Escalate issues to supervisors/on‑call engineers as needed.
• Plan for and upgrade hardware as requested.
• Monitor casino floor operations for IT-related issues and proactively resolve.
• Install and support Microsoft Office products.
• Train other business units on simple troubleshooting techniques.
• Participate in IT infrastructure operations during a pandemic.

Skills

Communication

Windows 10/11

MS Office

Time management

Teamwork

Job description

Position Summary

Providing support for all aspects of property technology needs. Responsible for first level support for serverand desktop hardware and software, including the operating system and applications, security and disasterrecovery for Graton Resort & Casino. Strong customer service, troubleshooting, and organizational skillsare required. Responsibilities must be performed in accordance with all Company standards, policies andprocedures.

Essential Functions

1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promotingour values.
2. Perform responsibilities in accordance with all Company standards, policies, and procedures.
3. Accurately respond to questions and assist customers with software product features, installation ofcomputer hardware and software, set-up, and troubleshooting of IT hardware and software via phoneor in person.
4. Strong technical skills to diagnose, analyze, and correct customer reported hardware or softwareissues to include basic PC, laptop, or network connectivity as necessary.
5. Escalate issues as needed to supervisors, manager, and on call engineers to ensure that the businessis able to complete operations with minimum disruption or downtime.
6. Plan for and upgrade existing or deploy new requested hardware and equipment as needed.
7. Monitor business slot floor, table games, point of sale, rewards desk, and hotel and spa operations andfor potential problems and work proactively to find a solution.
8. Train others business units outside of the IT department regarding simple troubleshooting techniquessuch as rebooting computers or related equipment for areas of responsibility.
9. Install and support Microsoft Office products.
10. Participate in IT infrastructure operations and management during a pandemic.
11. This job description is not an exclusive or exhaustive list of all job functions that a team member in thisposition may be asked to perform from time to time. Duties and responsibilities can be changed,expanded, reduced, or delegated by Management to meet the business needs of the property.

Non Essential Functions

1. Responsible for troubleshooting and replacing equipment for table games on the casino floor.
2. Install and troubleshoot signage and media player displays on the casino floor, back of house, andin the parking garage.

Qualifications

Required Qualifications

1. Ability to communicate effectively with Guests, Team Members and Management in both written andverbal form.
2. Previous experience with administration and support of Microsoft Windows 10 and Windows 11 desktop operating systems and Microsoft Office Products.
3. Excellent time management skills.
4. Ability to work as part of a team to provide support in a timely fashion.

Preferred Qualifications

1. Previous policies and procedures documentation skills preferred.

Physical Requirements

1. Standing/Walking the casino floor and back of house to help Team Members with computer relatedissues for 50% of shift.
2. Sitting at a desk/computer for the duration of 8 hour shift
3. Bending Up to 20% of shift
4. Twisting Up to 10% of shift
5. Occasionally climbing, including ladders to reach and troubleshoot installed equipment
6. Kneeling or Squatting as needed to install computers and related equipment under desks or tablegames
7. Lift/Cary/Push/Pull carts up to 50 pounds to install IT related equipment
8. Occasionally reaching above the shoulders and other hand arm use
9. Hand use: Frequent typing or writing for 7 hours/per day at a desk/computer for 88% of the shift
10. Vision/coordination: constant for reading and computer use for up to 7 hours/per day for 88% ofshift
11. Speaking/listening: use of the telephone for up to 7 hour/per day for 88% of shift.