Under direct supervision, provides remote support for all designated Seneca Gaming Corporation entities. This includes but is not limited to hardware, software desktops, servers, networks, telecommunications, and/or the AS/400. Works closely with the Application Support and Technical Services team, management, and vendors to research and gain resolution on more difficult issues. Resolves and escalates technical problems according to standard operating procedures and within defined service levels up to and including dispatching other IT Support Technicians onsite. Documents, tracks, and monitors problems and resolutions to ensure timely resolution. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

This position is fully on-site.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
1.    Assume ownership of technical issues reported by our team members and triage the needed to a timely resolution.  Provide support to internal end users to diagnose and resolve hardware and software issues. Respond to telephone calls, emails, and personnel requests for technical support. Maintain and manage a support log for all activities through a centralized ticketing system.
2.    Support on-site activities for both technicians, customers, events and vendors.
3.    Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the Seneca Gaming Corporation’s technical infrastructure.  This could include desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400). 
4.    Seek to gain an understanding (level 1 troubleshooting) of the technical infrastructure components in use throughout the company/Casino Operations.  Including, designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components.
5.    Work with Application Services and/or Technical Services and hardware/software vendors to resolve hardware/software issues, online processing, or application problems as directed.
6.    Adhere to all standard operating procedures and guidelines. 
7.    Participate in shift turnover (pre-shifts) to ensure the timely resolution of problems.
8.    Work with management to plan and accomplish goals.  May be asked to perform a variety of tasks as directed.
9.    Create and update all documentation (knowledge management) relating to job responsibilities.
10.    Desktop/Laptop management for the new hire, transfer and termination processes, imaging and deployment of IT assets.
11.    System Administration functions, manage team member access for applications.
12.    Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities. Proactively assess potential risks and vulnerabilities within the environment.
13.    Maintain a current understanding of all policies and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy.  Understand and comply with all information security policies and procedures at all times. 
14.    Provide exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times.  Maintain a professional work environment with supervisors, managers, and staff.
15.    Meet the attendance guidelines of the job and adhere to regulatory, departmental, and company policies.
16.    Must complete all required SGC Training programs within nine (9) months from commencement of employment.
17.    Attend all necessary meetings.
18.    Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.  Hours are determined by a 24-hour schedule.

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:
1.    Must be 18 years of age or older upon employment.
2.    Associate’s Degree in computer science, management information systems or one (1) to three (3) years of job experience/Course work in a closely related field is required.
3.    IT approved Certification is required within twelve (12) months of employment.   
4.    Working knowledge of computer hardware and software, including applications & networking
5.    Working knowledge of Microsoft Office, Microsoft Windows, Networking
6.    Working knowledge of mobility services, devices, applications
7.    Working knowledge of Multi-Factor security applications
8.    Ability to analyze and resolve problems according to established protocols
9.    Ability to stay current with changes and updates in relevant technologies
10.    Solid troubleshooting skills to determine and resolve user issues
11.    Detail-oriented multi-tasker with the ability to respond quickly to changing priorities in an organized and timely manner
12.    Ability to complete high-quality work in fast-paced environment within designated timeframes
13.    Exceptional interpersonal and verbal/written communication skills
14.    Strong customer service focus
15.    Must be a self-starter and team player who also has the ability to work independently
16.    Ability to take initiative, act independently and anticipate requirements of the management team

Language Skills and Reasoning Ability:
1.    Must possess excellent communication skills.
2.    Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers, and vendors.
3.    Must have the ability to deal effectively and interact well with customers, vendors and employees.
4.    Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
5.    Must be resourceful, utilizing all resources that are available to resolve issues.
6.    Must demonstrate good judgment.
7.    Must be a team player with strong interpersonal skills.

Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderately loud.  When on the casino floor, the noise levels increase to loud.  Must be able to work in an environment where smoking is permitted.
1.    Must be able to stand, walk, and move through all areas of the casino/hotel.
2.    Must be able to lift a minimum of sixty (60) pounds.
3.    Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
 

Salary Starting Rate:

$21.35

Compensation is negotiable based on experience and education.
 

Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.