IT OPS ANALYST II at Seminole Gaming

Davie, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

25 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Operations, Service Desk Support, Ticket Administration, Active Directory, Network Diagnosis, Windows Operating Systems, Office Suite Support, Office 365, Gaming Systems, POS Systems, Hotel PMS, ERP Systems, CompTIA A+, CompTIA N+, Cisco Certification, ITIL Certification

Industry

Gambling Facilities and Casinos

Description

Overview Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming, Hard Rock International and their subsidiaries and/or franchisees. A professional who applies acquired job skills, policies, and procedures to complete assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. Applies professional business/ technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Provides escalated, broad technical support. Responsibilities Operations Center and Service Desk responsibilities: Answer phone calls coming into the IT Operations Center and provide support to achieve a first call resolution rate greater than 80%. Logging calls into the Service Now IT Service Management ticketing system. Communicate status of requests to customers, as needed. Ticket administration: Monitor and process tickets from the ticketing system and e-mail queue. Engage and contribute toward system events resolution displayed in the NOC. Create and maintain active directory and other application accounts. Develop deep knowledge of Confluence knowledge base and documented products/services. Escalate incidents to L3 analyst and management as required. Diagnose network issues involving LAN/WAN, VLans, VELO circuits and connectivity Communicate major incident to impacted parties and send outage alerts. Operate and exercise procedures according to established operational policies and procedures. Qualifications A minimum of 3-5 years of experience in the IT industry required with experience in the technology field for hotels or gaming resorts preferred. Must be available to work different shifts that will include nights and weekends. 3-5 years of professional experience in PC/Server/Network Architecture and operations. Proficient in the support of Windows 7/10/11 operating systems. Proficient in the support of Office 2013/2016 suites. Intermediate knowledge of Office 365 providing supporting in the following areas: application suite, MDM enrollment and user profiles 3-5 years of professional experience preferred with Gaming systems, POS, Hotel PMS and ERP A bachelor’s degree in computer science, or equivalent related technical experience preferred. CompTIA A+ and CompTIA N+ or CompTIA Sec+ Cisco Associate / Professional certification preferred Microsoft Azure and Intune fundamentals. ITIL v3/v4 certified preferred

Responsibilities

The IT Ops Analyst II is responsible for providing technical support and resolving hardware, software, and networking issues. This role includes monitoring and processing tickets, engaging in system events resolution, and communicating with customers regarding their requests.