Technology Operations Analyst - IT Operations & Support

Hard Rock International; Town of Florida (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Hard Rock International's Seminole Gaming Support Services seeks an IT Operations Analyst I to monitor systems and respond to alerts from the Service Desk. You will install software, address issues, and provide Level I/II support across a multi-domain environment.

The role requires a bachelor’s degree or equivalent, 2+ years IT experience in hotels or gaming, and expertise with Windows 7/10, Office 2016/365, and AD/ERP systems. ITIL or MCP preferred.

Qualifications

• Excellent verbal and written communication skills; able to convey technical info to end users.
• Two or more years in IT with hotels or gaming resorts preferred; able to work nights/weekends.
• Experience PC/server/network architecture and operations; familiar with Windows OS and Office suites.
• Bachelor’s degree or equivalent; ITIL, A+, N+, MCP certifications preferred.

Responsibilities

• Answer calls at the IT Operations Center and provide Level I/II support.
• Log and dispatch incidents; communicate status to customers and update tickets.
• Monitor system events in the NOC and escalate as needed.
• Create and maintain user accounts in Active Directory and other systems.
• Coordinate with 3rd party providers and manage service requests.
• Follow procedures and keep knowledge base current.

Skills

Verbal communication

Written communication

Problem solving

End-user support

Telephone skills

Independent worker

Education

Bachelor's degree in computer science or related field

Tools

Windows 7/10

Office 2016/365

ServiceNow

Active Directory

ERP

Job description

## Technology Operations Analyst - IT Operations & SupportApply: Onsite: Support Services Headquarters Building: Full time: Posted Today: R15521Our 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 escalate 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.