Technical Analyst I - MGM Grand

MGM Resorts International; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Wellness incentive programs

Discounts on hotel/food/retail/partner

Free parking on and off shift

Health & Income Protection

Professional and personal development

Job summary

MGM Resorts International in Las Vegas seeks an Operations Center Analyst to keep applications and systems running smoothly. You will triage incidents, escalate issues, and monitor IT environments across the property to ensure guest services stay online.

The ideal candidate holds a bachelor’s degree in a related field and has 1+ year of IT experience with Windows Server, Linux, VMware, and systems like Opera or Infogenesis. Resort experience is a plus.

Qualifications

• Bachelor’s degree in CS, Engineering or related field or equivalent experience.
• 1+ year of IT experience with hardware, software and networking systems.
• Experience with Windows Server and Linux Red Hat is preferred.
• Experience with VMware is preferred.
• Familiarity with Opera, Infogenesis, and Patron Management is preferred.
• Experience in a resort setting is a plus.

Responsibilities

• Triage incidents from Service Desk via ticketing, email, or phone.
• Escalate unresolved issues to Level 2 or vendors.
• Monitor and manage all corporate IT systems.
• Troubleshoot including interfaces, drive space, and log files.
• Create and update knowledge docs for First Call Resolution.
• Identify routing gaps and work with Service Desk to fix.
• Identify recurring issues and work with Operations Center Level 2 or vendors to resolve.
• Document all incident tickets per standard process.
• Inform management of major system issues.
• Keep end users informed of system status.
• Manage paging for outages and provide IT updates.

Skills

IT experience

Networking knowledge

Education

Bachelor’s degree in Computer Science/Engineering or related field

Tools

Opera

LMS

Infogenesis

Patron Management

SpaSoft

Stratton Warren

Windows Server

Linux Red Hat

VMware

Job description

Las Vegas, Nevada

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

It is the primary responsibility of the Operations Center Analyst to ensure applications and systems remain operational for the MGM Resorts Corporation. All duties are to be performed in accordance with departmental and MGM Resorts policies, practices, and procedures.

THE DAY-TO-DAY:

• Triage incidents escalated from Service Desk and Field Technology Support groups via ticketing system, e‑mail, or phone.
• Properly elevate unresolvable issues to Operations Center Level 2 team or appropriate vendor.
• Monitor and manage all corporate systems under Information Technology systems responsibility.
• Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives and clear files to gain space for efficient performance of applications.
• Create and update knowledge documentation for First Call Resolution.
• Identify ticket routing gaps and work with Service Desk to correct or improve gaps.
• Identify reoccurring issues and finding ways to permanently resolve by working with Operation Center Level 2 support or the appropriate vendor.
• Formally document all incident tickets per a predefined standardized process.
• Advise management of major system or application issues.
• Keep end users informed of system status.
• Responsible for paging system/application outages and providing updates of those outages to IT departments.

THE IDEAL CANDIDATE:

• Has a Bachelor’s Degree in Computer Science, Engineering or a related field or equivalent work experience
• Have 1+ Years of prior relevant experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported, such as such as Opera, LMS, Infogenesis, Patron Management, SpaSoft, and/or Stratton Warren
• Previous Information Systems experience working with the following systems: Windows Server, Linux Red Hat Enterprise Linux - Preferred
• VMware or similar experience - Preferred
• Experience with Opera, Infogenesis, and/or Patron Management, preferred - Preferred
• Previous experience working in a similar resort setting - Preferred

THE PERKS & BENEFITS:

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

Are you ready to JOIN THE SHOW?