Tech Tier 1
Personnel filling this position are responsible for secure, accurate, and reliable information systems and communications equipment that support casino operations. They must possess a thorough understanding of how systems and equipment are utilized in the casino and promptly respond to requests for help. Personnel are expected to exemplify superior guest service skills, work efficiently, ensure safety in all operations, and promote inter and intra department teamwork.
The following is a list of the main duties and responsibilities of Help Desk Technicians. However, other duties will be assigned as deemed necessary.
CASINO OPERATIONS
Ensure reliable functionality of all information systems supporting each department.
Install, test, and configure workstations, peripheral equipment, and software.
Create and manage user and computer accounts to include assigning to appropriate groups.
Install network cabling systems and equipment such as printers, network interface cards, and switches.
Escalate or involve complex problems to appropriate Help Desk Tier 2, Help Desk Tier 3, or vendors for troubleshooting and resolution.
Act as the initial contact for all end-users that need technical support.
Provide technical network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions.
Answering the help desk phone, creating new tickets, updating existing tickets, and responding to tickets assigned as appropriate in a prompt manner to minimize impact to casino operations.
Clearly communicate technical solutions in a user-friendly professional manner and assist Tier 2, Tier 3, and other team members as needed.
Document with pertinent data all work performed within the designated trouble-ticket system.
Follow defined procedures and policies to resolve recurring issues.
Maintain a proactive guest service approach when working on the casino floor.
Other duties as assigned by IT Department Management
REGULATORY COMPLIANCE
Performs all duties in accordance with company team member handbook, internal policies, procedures, as well as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, National Indian Gaming Commissions Minimum Internal Control Standards, Tribal Internal Control Standards, Bank Secrecy Act, and Payment Card Industry standards.
Maintains department log for visitor access.
ORGANIZATIONAL GROWTH/DEVELOPMENT
Judgment/Decision Making
Must be able to work under general supervision and conduct work in a proactive manner.
Form opinions and make decisions based on information and available facts.
Avoid, eliminate, and or report situations that could be deemed illegal or represent a safety hazard to fellow team members, guest, or Otoe-Missouria Gaming Enterprises
Communications
Makes effort to keep informed of company information and communications by reviewing bulletin boards, trouble-tickets, emails, signage, and company newsletters. Additionally, must clearly communicate technical solutions in a professional manner and provide one-on-one assistance when needed.
QUALIFICATIONS
To perform in this position successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Individuals must be at least 18 years of age.
Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware
Resolving tickets within the customer SLAs
Providing Great Customer Service
Basic understanding of principles and theories of network systems and management
Basic understanding of Internet technologies and products
Basic understanding of electrical safety procedure
EDUCATION and/or EXPERIENCE
One year of college course work or one year providing end user support for desktop and application software, or one year installing, upgrading, and troubleshooting computer networks. Guest Service experience preferred, however not required.
KNOWLEDGE, SKILLS & ABILITIES
Read technical information and draft technical documents to include instructions.
Facilitate group discussions and analyze situations to define issues and draw conclusions.
Extensive knowledge of computer systems, operating systems, and applications, most specifically Microsoft Windows and Microsoft Office 365, and other technical products
Have a working knowledge of operations and casino management system.
Have a working knowledge of spreadsheets, e-mail, internet browsers, and HTML.
Perform multiple technical tasks ranging from phone systems, audio systems, video systems, two-way radios, computers systems both hardware and software.
Prepare and maintain accurate documentation.
Excellent oral, written, interpersonal, and customer service skills.
Customer-oriented and cool-tempered
Flexibility to work with others in a variety of conditions and circumstances.
Problem solving a wide variety of issues regarding hardware and software.
Tech Tier 2
Personnel filling this position are responsible for secure, accurate, and reliable information systems and communications equipment that support casino operations. They must possess a thorough understanding of how systems and equipment are utilized in the casino and promptly respond to requests for help. Personnel are expected to exemplify superior guest service skills, work efficiently, ensure safety in all operations, and promote inter and intra department teamwork.
ESSENTIAL DUTIES AND RESPONSIBLITIES
The following is a list of the main duties and responsibilities of Help Desk Technicians. However, other duties will be assigned as deemed necessary.
CASINO OPERATIONS
Ensure reliable functionality of all information systems supporting each department.
Install, test, and configure workstations, peripheral equipment, and software.
Create and manage user and computer accounts to include assigning to appropriate groups.
Install network cabling systems and equipment such as printers, network interface cards, and switches.
Escalate or involve complex problems to appropriate Help Desk Tier 2, Help Desk Tier 3, or vendors for troubleshooting and resolution.
Act as the initial contact for all end-users that need technical support.
Provide technical network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions.
Answering the help desk phone, creating new tickets, updating existing tickets, and responding to tickets assigned as appropriate in a prompt manner to minimize impact to casino operations.
Clearly communicate technical solutions in a user-friendly professional manner and assist Tier 2, Tier 3, and other team members as needed.
Document with pertinent data all work performed within the designated trouble-ticket system.
Follow defined procedures and policies to resolve recurring issues.
Maintain a proactive guest service approach when working on the casino floor.
Other duties as assigned by IT Department Management
REGULATORY COMPLIANCE
Performs all duties in accordance with company team member handbook, internal policies, procedures, as well as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, National Indian Gaming Commissions Minimum Internal Control Standards, Tribal Internal Control Standards, Bank Secrecy Act, and Payment Card Industry standards.
Maintains department log for visitor access.
ORGANIZATIONAL GROWTH/DEVELOPMENT
Judgment/Decision Making
Must be able to work under general supervision and conduct work in a proactive manner.
Form opinions and make decisions based on information and available facts.
Avoid, eliminate, and or report situations that could be deemed illegal or represent a safety hazard to fellow team members, guest, or Otoe-Missouria Gaming Enterprises
Communications
Makes effort to keep informed of company information and communications by reviewing bulletin boards, trouble-tickets, emails, signage, and company newsletters. Additionally, must clearly communicate technical solutions in a professional manner and provide one-on-one assistance when needed.
QUALIFICATIONS
To perform in this position successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Individuals must be at least 18 years of age.
Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware
Resolving tickets within the customer SLAs
Providing Great Customer Service
Basic understanding of principles and theories of network systems and management
Basic understanding of Internet technologies and products
Basic understanding of electrical safety procedure
EDUCATION and/or EXPERIENCE
One year of college course work or one year providing end user support for desktop and application software, or one year installing, upgrading, and troubleshooting computer networks. Guest Service experience preferred, however not required.
KNOWLEDGE, SKILLS & ABILITIES
Knowledge:
Read technical information and draft technical documents to include instructions.
Facilitate group discussions and analyze situations to define issues and draw conclusions.
Extensive knowledge of computer systems, operating systems, and applications, most specifically Microsoft Windows and Microsoft Office 365, and other technical products
Have a working knowledge of operations and casino management system.
Have a working knowledge of spreadsheets, e-mail, internet browsers, and HTML.
Skills:
Perform multiple technical tasks ranging from phone systems, audio systems, video systems, two-way radios, computers systems both hardware and software.
Prepare and maintain accurate documentation.
Excellent oral, written, interpersonal, and customer service skills.
Customer-oriented and cool-tempered
Abilities:
Flexibility to work with others in a variety of conditions and circumstances.
Problem solving a wide variety of issues regarding hardware and software.
Tech Tier 3
Personnel filling this position are responsible for secure, accurate, and reliable information systems and communications equipment that support casino operations. They must possess a thorough understanding of how systems and equipment are utilized in the casino and promptly respond to requests for help. Personnel are expected to exemplify superior guest service skills, work efficiently, ensure safety in all operations, and promote inter and intra department teamwork.
The following is a list of the main duties and responsibilities of Help Desk Technicians. However, other duties will be assigned as deemed necessary.
CASINO OPERATIONS
Ensure reliable functionality of all information systems supporting each department.
Assist in building projects and roadmaps to improve technology.
Create and manage user and computer accounts to include assigning to appropriate groups.
Working technical knowledge of current network hardware, protocols, and standards including TCP/IP and Wireless technology
Serve as escalation point from Tier 1 and Tier 2 for helpdesk issues.
Escalate or involve complex problems to appropriate system administrator, or vendors for troubleshooting and resolution.
Provide feedback on incidents that are missing information or that have been misassigned.
Provide technical network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions.
Answering the help desk phone, creating new tickets, updating existing tickets, and responding to tickets assigned as appropriate in a prompt manner to minimize impact to casino operations.
Clearly communicate technical solutions in a user-friendly professional manner and assist Tier 2, Tier 3, and other team members as needed.
Document with pertinent data all work performed within the designated trouble-ticket system.
Follow defined procedures and policies to resolve recurring issues.
Maintain a proactive guest service approach when working on the casino floor.
Other duties as assigned by IT Department Management
REGULATORY COMPLIANCE
Performs all duties in accordance with company team member handbook, internal policies, procedures, as well as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, National Indian Gaming Commissions Minimum Internal Control Standards, Tribal Internal Control Standards, Bank Secrecy Act, and Payment Card Industry standards.
Maintains department log for visitor access.
ORGANIZATIONAL GROWTH/DEVELOPMENT
Judgment/Decision Making
Must be able to work under general supervision and conduct work in a proactive manner.
Form opinions and make decisions based on information and available facts.
Avoid, eliminate, and or report situations that could be deemed illegal or represent a safety hazard to fellow team members, guest, or Otoe-Missouria Gaming Enterprises
Communications
makes effort to keep informed of company information and communications by reviewing bulletin boards, trouble-tickets, emails, signage, and company newsletters. Additionally, must clearly communicate technical solutions in a professional manner and provide one-on-one assistance when needed.
QUALIFICATIONS
To perform in this position successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Individuals must be at least 18 years of age.
Minimum 3 years’ experience in a technical support role, preferably in a Tier 3 or similar capacity.
Strong knowledge of networking protocols, software applications, and system administration.
Strong documentation skills, including the ability to produce technical documents.
Ability to handle multiple assignments concurrently.
Resolving tickets within the customer SLAs
Providing Great Customer Service
Basic understanding of electrical safety procedures
EDUCATION and/or EXPERIENCE
Two years of college course work or two years providing end user support for desktop and application software, or two years installing, upgrading, and troubleshooting computer networks. Guest Service experience preferred, however not required.
KNOWLEDGE, SKILLS & ABILITIES
Strong understanding of server, network, storage, virtualization infrastructure
Strong analytical, problem-solving, and conceptual skills, and the ability to own a technical task and work it to completion.
Demonstrated experience in application helpdesk support at an enterprise level.
Acting as a senior point of escalation for the most challenging incidents.
Facilitate group discussions and analyze situations to define issues and draw conclusions.
Have a working knowledge of operations and casino management system.
Perform multiple technical tasks ranging from phone systems, audio systems, video systems, two-way radios, computers systems both hardware and software.
Prepare and maintain accurate documentation.
Excellent oral, written, interpersonal, and customer service skills.
Customer-oriented and cool-tempered
Flexibility to work with others in a variety of conditions and circumstances.
Problem solving a wide variety of issues regarding hardware and software.
All Tech Positions:
Maintain confidentiality.
Must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.
Read, write, and speak the English language. Read professional publications, memos, emails, logs, newsletters, and documents.
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among unrelated events).
Selective Attention -- The ability to concentrate on a task over a period without being distracted.
Protect the Company’s value by keeping information confidential.
Perform assigned tasks under supervision. Follow written and verbal instructions.
Establish and maintain positive relationships with other Team Members. Work well alone or within a team.
Present facts and recommendations in oral and written form. Prepare written reports and correspondence to management as required.
Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
Must be willing and able to work on days, nights, weekends, and holidays.
EMPLOYMENT AUTHORIZATION, WORK CARDS
Must be able to provide the following cards or work authorization documents: All documents required to show the incumbent is eligible to work in the United States. Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Otoe Missouria Gaming Commission. It is the responsibility of the Team Member to always have all appropriate document(s) current and valid.
Otoe Missouria Gaming License
Valid Driver’s License
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of these jobs. While performing the duties of the job, the Team Member is regularly required to talk or listen. The Team Member is also regularly required to stand, walk, and use hands to finger, handle or feel objects, tools, or controls. The Team Member is also regularly required to reach with hands and arms, and to sit, climb or balance and stoop, bend, kneel, crouch or crawl. The Team Member may be exposed to heat and cold and all-weather conditions depending on department area. The Team Member must be able to lift at least 20 lbs. and push, pull or drag up to 50 lbs. Team Member must be able to stand for extended periods of time and be able to sit for prolonged periods of time at a computer terminal. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The Team Member is occasionally exposed to fumes or airborne particulates, including second-hand environmental smoke. The Team Member is regularly exposed to extreme heat and cold and all-weather conditions. The noise level in the work environment is mostly moderate and occasionally loud. The Team Member may rarely be exposed to the risks associated in attempting to resolve issues with irate or difficult people. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This Company promotes a drug-free work environment.
PUBLIC RELATIONS
Important attributes of any team member of the OMDA - 7CLANS CASINOS, along with the official performance of duties, are personal appearances and public relations. Each Team Member is expected to make every effort to be well informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel. An optimistic attitude, patience, and tolerance will help each Team Member in all situations at the institution.
DISCLAMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to entry level positions. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.