Technology Operations Analyst - IT Operations & Support

Seminole Hard Rock Support Services; Town of Florida (NY); On-site; USD 42,000 - 70,000; Full time

Job summary

Seminole Hard Rock Support Services seeks an IT Operations Analyst I to monitor systems, respond to alerts, and support end users across a global WAN. The role focuses on ticketing, account management, and incident communication.

Ideal candidates have 2+ years in IT, strong communication, and comfort with Windows 7/10, Office 2016/365, and ServiceNow. Must be flexible to nights/weekends and multi-domain AD environments.

Qualifications

• Bachelor's degree in Computer Science or equivalent technical experience.
• 2+ years in IT, with hotel or gaming resort tech experience preferred.
• A+ / Network+ / MCP certifications preferred; ITIL knowledge valued.
• Willing to work nights and weekends across shifts.

Responsibilities

• Answer calls to IT Operations Center and provide level I/II support.
• Log tickets into ServiceNow and communicate status to customers.
• Create and maintain AD and application accounts; update knowledge base.
• Escalate incidents to senior technicians and manage outages communication.

Skills

Communication skills

Problem solving

Attention to detail

Independent work

Telephone skills

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Active Directory

Office 365

Windows 10

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 escalates 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.