Technology Operations Analyst - IT Operations & Support

Seminole Hard Rock Support Services; Florida; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Benefits package

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Problem solving

Independent work

First call resolution

Education

Bachelor's degree in Computer Science

Tools

Active Directory

ServiceNow

Ticketing system

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming, Hard Rock International and their subsidiaries and/or franchisees. The ideal candidate must possess excellent verbal and written communication skills (must be able to articulate technical information at the end user level), excellent telephone skills, strong problem solving skills, detail oriented and the ability to work independently with little supervision. Individual will be responsible to monitor systems and respond to system alerts, answer calls received at the Service Desk and address emails received into the operational mailbox. The analyst will be responsible for installing software on computers and troubleshooting application and network issues in a multi domain Active Directory environemnt across a global WAN.

The IT Operations Analyst I will be responsible for creating system and application accounts. When system outages occur the analyst will send emails reporting system outages and/or updates, update the notes in the ticket and elevate cases according to established guidelines.

Operations Center And Service Desk Responsibilities

• Answer phone calls coming into the IT Operations Center. Provide level I / II support and achieve a first call resolution rate greater than or equal to 70%.
• Logging calls into the Service Now IT Service Management ticketing 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.
• Monitors, 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 service providers.
• Communicate major incident to impacted parties and send outage alerts.
• Operate and exercise procedures according to established operational policies and procedures.

Job Requirements

• A minimum of two years of experience in the IT industry required with experience in the technology field for hotels or gaming resorts preferred.
• Must be available to work different shifts that will include nights and weekends.
• Two or more years of professional experience in pc/server/network architecture and operations.
• Proficient in the support of Windows7 and Windows 10 operating systems.
• Proficient in the support of Office 2016 and Office 365.
• Two or more years of professional experience with Gaming systems, POS, Hotel PMS, ERP and audio video systems.
• A bachelor’s degree in computer science, or equivalent related technical experience preferred.
• A+, N+ or MCP certifications preferred.
• ITIL certified preferred.