Job Description

Job Summary:

We are looking for Tier 2 IT technicians to join our team. This position works alongside our Field Technicians (who specialize in gaming terminals) and the Operations team, and reports to the Director of IT.

  Scope:

As a Tier 2 IT Technician, you will handle escalated support requests that require deeper technical expertise. You will troubleshoot and resolve moderate to complex hardware, software, and networking issues, assist in system administration tasks, and contribute to IT projects and process improvements.

  Job Responsibilities:

 Respond to and resolve escalated technical support tickets from Tier 1.

 Troubleshoot hardware, software, operating system, and network-related issues.

 Configure, maintain, and troubleshoot desktops, laptops, mobile devices, and printers.

 Administer user accounts and permissions (Active Directory, Office 365, etc.).

 Perform basic network troubleshooting (LAN, VPN, Wi-Fi connectivity issues).

 Assist with server maintenance tasks under the supervision of the IT Director.

 Participate in IT projects such as system upgrades, rollouts, migrations, and deployments.

 Document solutions, create knowledge base articles, and mentor Tier 1 technicians.

 Ensure timely ticket resolution and maintain strong communication with users and management.

 Maintain and enforce IT security policies and best practices.

 Provide great customer service to internal guests and ensures their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.

 Develop and maintains professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors.

 Ensure work activities are completed accurately, efficiently, and in a timely manner.

 Work safely, including clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions.

 Maintain regular attendance at scheduled shift and staff meetings.

 Maintain professionalism and a friendly and approachable demeanor throughout the workday.

 Assist with training/mentoring of new Team Members as requested.

 Maintain all appearance standards in accordance with established uniform and appearance guidelines.

 Inform manager of any irregularities and unusual situations when they occur.

 Keep a friendly, calm, and helpful demeanor in high-stress situations and a continuously fast-paced environment.

 Be honest in all interactions and displays a high degree of integrity.

 Work independently with little to no supervision or as part of a team is required.

 Must be and remain compliant with all legal or company regulations for working in the industry.

  Education and Experience:

 Must be 21 years of age or older with a high school diploma or general education degree (GED). Associate’s degree or IT certifications (e.g., CompTIA A+, ITIL, Microsoft, etc.) preferred.

 Associate’s degree in Computer Science, Information Technology, or related field; relevant certifications (CompTIA Network+, Microsoft, Cisco, etc.) preferred.

 2-4 years of experience in a technical support role, including Tier 1 and/or Tier 2 support.

 Strong knowledge of Windows and macOS operating systems, Microsoft 365, and basic networking concepts.

 Experience with Active Directory, Group Policy, and remote management tools.

 Proficient with ticketing systems and ITIL-based service delivery frameworks.

 Excellent analytical, troubleshooting, and documentation skills.

 Ability to work independently, prioritize tasks, and escalate when appropriate.

 Strong interpersonal skills, problem-solving skills, and customer-focused approach.

 Ability to prioritize tasks and manage time effectively.

 Willingness to learn and adapt to new technologies.

 Customer-focused attitude with a commitment to delivering excellent service.

 Must pass all required pre-screening and background checks.

 Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled.

 Must be able to obtain and maintain a valid Wyoming gaming license.

  Preferred Skills (not required):

 Experience with virtualization technologies (e.g., VMware, Hyper-V).

 Familiarity with endpoint security and monitoring tools.

 Exposure to cloud services (Azure, AWS) is a plus.

 Basic scripting skills (PowerShell, Bash) for automation tasks.

  Physical & Mental Demands and Working Conditions:

 The physical and mental demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Must be able to move in and around the work area throughout the entire workday.

 Must be able to sit, stand or walk for extended periods of time.

 Must be able to repeat the same movements.

 Must be able to engage and interact with all guests appropriately and work well under the pressure of a fast-paced environment.

 Must be able to successfully communicate on a regular basis with all co- workers, vendors, and guests both in person and over the telephone.

 Must be able to answer all inquiries and provides assistance and information in a professional and accurate manner.

 Must be able to access and interpret information on computer screens.

 Must be able to work in environment where smoking is permitted and can be loud with guest chatter, overhead music, and live entertainment.

 Must be able to lift and carry up to 30 pounds and respond to visual and aural cues.

 Requires the ability to distinguish letters or symbols and eye hand coordination.

Job Tags

Similar Jobs