Technical Services Specialist I

ilani, Inc.; Ridgefield (WA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

ilani, Inc. in Ridgefield, Washington, is seeking a Technical Services Specialist I to support and troubleshoot our in-house IT systems, covering PC hardware, software, network and telecommunications.

You will work with multiple departments to maintain reliable technology services and document procedures. The role requires strong problem-solving, Windows operating systems proficiency, and excellent communication to assist team members and escalate issues as needed.

Qualifications

• 2+ years in IT customer service or client tech role
• Associate degree or higher in IS/CS/Engineering/Business
• Weekend/evening shifts and flexible hours
• Excellent interpersonal and written communication skills
• Experience supporting MS Office and computer networks

Responsibilities

• Supports operation of computer network including hardware/software
• Troubleshoots desktop/computer, peripheral and mobile device problems
• Writes system documentation and SOPs for installations and maintenance
• Maintains and updates service desk ticket system
• Collaborates with management and vendors on hardware/software solutions

Skills

Troubleshooting

Interpersonal skills

Windows OS

Customer service

Communication

Team environment

Education

Associate degree in Information Systems/CS/Engineering/Business

High School Diploma or GED

Tools

MS Office

Audio/Visual equipment

Job description

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Pledge for Success

We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.

Position Summary

The role of the Technical Services Specialist I is to support the stable operation and perform daily troubleshooting of the ilani in-house support calls relating PC hardware and software, network, and telecommunications.

Primary Duties and Responsibilities

• Promotes superior guest service.
• Maintains, and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and Core Values.
• Support the operation of the computer network including software and hardware linking computer systems in various departments and divisions.
• Ensures that high quality support and services are provided to team members using network and desktop computers.
• Assists team members (by phone or in person) with desktop/computer, peripheral and mobile device problems requiring troubleshooting and problem analysis skills.
• Write system documentation and standard Operating Procedures for systems installation, operation, and maintenance to submit to the Technical Service Manager for approval.
• Serve on project teams and perform systems analysis for various company-wide hardware and software projects.
• Maintain and update the service desk ticket system as issues are reported by team members.
• Acts as a technical liaison to assist team members with complex desktop computer hardware and software problems.
• Recommends items for purchase.
• Develops and utilizes systems/procedures to monitor and maintain the computer network.
• Maintains documentation of computing hardware and software, including installations, problems, fixes, and upgrades.
• Installs and maintains network components, system and desktop software and hardware.
• Installs and/or moves computers from one location to another.
• Sets up and tests new computer hardware configurations, performs diagnostics on desktop and network systems, pulls and connects/terminates various data and other communications cables, disassembles and replaces parts as needed.
• Performs monthly preventative maintenance.
• Aides in inventory management of backstock and supplies.
• Troubleshoot issues as they arrive, documenting activity, in detail, within ticketing system.
• Works with management, peers, and vendors to design and implement hardware/software solutions, logical models, operational management models, and business continuity plans for systems under management.
• Works with management, peers and vendors to provide ongoing monitoring, performance tuning, implementation, and root cause analysis for systems.
• Creation and maintenance of troubleshooting and operational documentation for systems.
• Authors and peer-reviews documentation.
• Provides and receives cross-discipline training in order to ensure maximum availability of systems under management; conducts security awareness training.
• Communicates effectively verbally, and in written form.
• Carries and responds to off-hours communications device in order to provide 24x7 support for systems under management.
• Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools, and processes for systems under management.
• Maintains confidentiality of sensitive information.
• Performs other duties as assigned.

Minimum Qualifications

• Associate degree in Information Systems, Computer Science, Engineering, Business, or related field, and two (2) years of progressive Information Systems experience in a Client Technologies or IT Customer Service Specialist role – OR – High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or IT Customer Service environment.
• Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment.
• Demonstrated advance knowledge of Microsoft operating systems.
• Requires weekend, evening work, working different shifts, and flexible hours.
• Effective written and oral communications.
• Must have exceptional troubleshooting skills.
• Must have experience supporting MS Office.
• Cisco networking experience and strong familiarity with audio/visual equipment and support highly recommended.
• Must be able to walk, stand, reach, and grab for a 10-hour shift.
• Must be willing to work in a smoking environment.
• Must be willing to adhere to company health and safety measures.

Our Shifts Are

Work Shift: Swing (United States of America)

Day shift for a brief bit of training and then transition to swing.

• Sunday - Wednesday 6:00am-4:00pm
• 4:00pm-2:00am
• Wednesday - Saturday 6:00am-4:00pm
• 4:00pm-2:00am

Knock, knock. Hear that sound? That’s opportunity!

Located on the Cowlitz Reservation in Ridgefield, Washington, ilani, is the Pacific Northwest’s premier gaming, dining, entertainment and meeting destination. With nearly 400,000 total square feet, ilani includes more than 100,000 square feet of gaming space with nearly 3,000 slots and 75 gaming tables; 22 different restaurants, bars and retail outlets; and a 2,500-seat meeting and entertainment venue hosting nationally recognized performances.