IT Technician

The Information Technology (IT) Technician will perform remote and desk-side hardware and software support for end users of PC-based systems and diagnose and repair issues related to hardware and software including operating systems, office applications, networks, computer operations, phone systems, and POS. The Information Technology (IT) Technician will provide excellent guest service through prompt problem resolution, communication, and documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

Installs hardware, software, operating systems and office applications including: unpacking new equipment, installing and removing options in PC’s, installing and configuring software, performing backups of workstations and servers, shutdown and moving workstations, and perform PC installations and swaps.

Provides end-user support in a timely and courteous manner.

Creates job aids such as quick reference guides and disseminates information to system users by writing desk instructions and training guides.

Works with structured wiring systems, maintains, troubleshoots and supports fiber optic and copper connectivity.

Maintains, troubleshoots and supports network hardware in LAN, WAN, and wireless configurations.

Maintains, troubleshoots and supports telephones, voice mail, and POS system.

Performs administrative functions such as writing reports, maintaining accurate records, etc.

Informs IT management of problem trends and provides status reports.

Properly maintains records of helpdesk-related activities.

Role models the skills of guest service and interacts positively through relationships with guests, coworkers, and supervisors displaying genuine concern and mutual respect for people’s needs. Greet guests positively, treating each person as an individual and in a professional manner. Demonstrates skill in dealing with guest complaints, using active listening skills to defuse difficult and sometimes emotionally charged situations to maintain the guest’s goodwill.

Understands the goals and vision of the organization, and demonstrates commitment to those goals in terms of individual and team performance.

Prioritize tasks, handles multiple projects simultaneously.

Maintains the highest level of confidentiality.

Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.

Outstanding example of and a credit to FireKeepers Casino Hotel.

Minimum Requirements

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

Two years combination of a technical degree or certification and computer support related experience. Must possess effective communication skills, and be computer-literate, with superior troubleshooting and analytical skills. Must be able to pass an IT Technician aptitude test. Must be able to lift PC equipment and peripherals such as a PC tower, monitor, printer, UPS, etc. from floor to overhead position as needed.

GENERAL OR PREFERRED QUALIFICATIONS

College degree in MIS or related field or equivalent experience. Two years’ experience in information processing, casino related experience. Microsoft Certified Systems Engineer (MCSE) or MS Certified Professional (MCP). Gaming related experience. Must be at least 21 years of age.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL 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 this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. 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 is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business. Must be able to work in a smoke filled environment.