Technology Operations Analyst - IT Operations & Support

Seminole Hard Rock; United States; On-site; USD 52,000 - 76,000; 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 multi-domain Active Directory environment. You will install software, troubleshoot issues, and manage tickets from the Service Desk.

The role requires strong communication, problem solving, and independent work, with responsibilities spanning incident logging, account creation, and escalation of complex incidents to senior staff.

Qualifications

• Two years of IT industry experience; hospitality or gaming resort experience preferred.
• Shifts including nights and weekends available.
• Two+ years of PC/server/network architecture and operations experience.
• Proficient with Windows 7/10 operating systems.
• Proficient with Office 2016/365.
• Experience with Gaming systems, POS, Hotel PMS, ERP and AV systems.
• Bachelor's degree in computer science or equivalent technical experience preferred.
• A+, N+, MCP certifications preferred.
• ITIL certification preferred.

Responsibilities

• Answer calls to IT Operations Center and provide Level I/II support with first contact resolution.
• Log requests into ServiceNow ITSM and communicate status to customers.
• Log and dispatch incidents and service requests; update tickets and emails.
• Monitor and interpret system events in the NOC and maintain accounts in Active Directory.
• Create and maintain application accounts and assist in knowledge base updates.
• Escalate incidents to senior technicians and management as required.
• Coordinate with 3rd party providers and notify stakeholders of major incidents.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Independence

Customer service

Team coordination

Education

Bachelor's degree in computer science

A+ certification

Network+ certification

MCP certification

ITIL certification

Tools

ServiceNow

Active Directory

Windows 7/10

Office 365

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.