SUMMARY:

Administer and troubleshoot System infrastructure and applications. Assist with training and education of System and Helpdesk Technician team. Provide customer service to end users as necessary.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

• Strong background in providing computer systems technical support to end users
• Knowledge of networking fundamentals such as: TCP/IP, addressing, VLANs, and VPN
• Strong knowledge of virtualization concepts and applications such as Vmware, Nutanix, AHV
• Experience with backup systems such as Cohesity and Unitrends
• Experience with gaming applications such as Oasis, Loyalty, Stadium, Bravo, etc.
• Understanding Cybersecurity and best practices to maintain a secure environment
• Ability to explain and document high level concepts in an easy to understand format
• Must be able to effectively communicate in English

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Computer Science or related field preferred
• Previous experience and/or training preferred
• Must possess excellent guest service skills to effectively deal with guests

• Complete daily tasks ensuring all activities and job duties are performed according to company and departmental policies and procedures.
• Make recommendations and address end user complaints/concerns.
• Follow directions and assists supervisor and department leaders in setting priorities for completion of tasks and ensures timely completion.
• Constantly interfaces with end users regarding application and workstation requests or problems.
• Communicates pertinent information to supervisor so purchasing decisions can be made.
• Assists with maintaining system security, both the physical hardware and software through password protection.
• Responsible for troubleshooting systems, applications, data integrity, and database performance on all systems.
• Performs installations, upgrades and configurations and on-going maintenance of applications on all systems.
• Install, troubleshoot, diagnose and resolve various software applications such as ATI Oasis, Genesis Bravo, Stadium PLEE, engineering CAD programs, Microsoft office suites, web applications, document revision applications, Windows & Linux operating systems, etc.
• Provide systems support services to users and the business such as installation and upgrading of server hardware (Nutanix / Cohesity), configuring network protocols TCP/IP, Group Policy, maintain client/server application, update databases, and maintain documentation and SOP’s.
• Ensure satisfaction to customers.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements
• Work evening, weekend and holiday work hours as required. This position is always on-call.