Technology Operations Analyst - IT Operations & Support

Hard Rock International; Town of Florida, Northern (NY, KY); Hybrid; USD 48,000 - 72,000; Full time

Job summary

Hard Rock International seeks an IT Operations Analyst I to join the Support Services team. You will monitor systems, respond to alerts, and assist end users with software, network, and device issues across a multi-domain AD environment.

The role requires strong communication, problem-solving, and the ability to work nights or weekends as needed. Experience with gaming systems and hospitality tech is preferred.

Qualifications

• Bachelor's degree in computer science or equivalent technical experience.
• A+ or Network+ or MCP certifications preferred.
• Experience in hotel or gaming resort tech support is a plus.

Responsibilities

• Answer phone calls for IT Operations Center and provide Level I/II support.
• Log and manage tickets in the ServiceNow ITSM system.
• Escalate incidents to senior technicians as required and communicate status to users.

Skills

Verbal communication

Written communication

Telephone skills

Problem solving

Attention to detail

Independent work

Education

CS degree

A+, Network+ or MCP certifications

Tools

ServiceNow

Active Directory

Windows 7/10

Office 365

Job description

## Technology Operations Analyst - IT Operations & SupportApplyremote type: Onsitelocations: Support Services Headquarters Buildingtime type: Full timeposted on: Posted Yesterdayjob requisition id: R11849Our 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.