Service Technician - Information Technology

at  Hard Rock International USA Inc

Overview:
From the brand that rocks the world, a career that rocks yours! We are seeking talented individuals to join the band and help launch the Hard Rock brand in the region.
Responsibilities:
The IT Service Tech is responsible for providing technical assistance, support, and advice to hotel and casino staff using computers and computer peripherals. He/she will troubleshoot and diagnose issues as reported by staff, gather data to identify staff needs and then use that information to identify, interpret and evaluate system and network requirements. He/she will also assist other IT staff to conduct user training in the proper use of new hardware and software as it is introduced.

Qualifications:

• High School diploma, GED, or equivalent required
• Associates’ Degree in a computer related discipline is preferred.
• One (1) year of experience in computer hardware support and maintenance is required
• Experience in a Casino or Hospitality environment a plu

• Receive, configure, install and support computer hardware and peripherals in a networked environment
• Troubleshoot, diagnose and repair hardware and software issues for users in their workspace
• Triage, gather incident or problem information and escalate to a higher level of support, when required
• Assist the Network Administrator and other IT staff in the roll-out of network, operating system and software upgrades and patches as those requirements arise
• Use common hand tools, diagnostic and predictive software and tools to perform routine maintenance and upgrades on computers, peripherals and network hardware and appliances
• Monitors and interprets system events and activity
• Diagnose and remediate incidents
• Escalate incidents to responsible parties that include senior technical specialist and vendors
• Communicate system issue and incidents to impacted parties
• Operate and exercise procedures according to established operational policies and procedures
• Provide Level I problem solving response to end users to address simple hardware and application, software and network problems that can be resolved in a few minutes
• Opens up problem reporting tickets and accurately uses all problem tracking software systems
• Applications user profile administration
• Adheres to other defined SOPs as required
• Must be available to work different shifts that will include nights and weekends
• Perform other departmental duties as may be required by Management
• Responsible for maintaining a clean, safe and hazard free work environment

Qualifications:

• High School diploma, GED, or equivalent required
• Associates’ Degree in a computer related discipline is preferred.
• One (1) year of experience in computer hardware support and maintenance is required
• Experience in a Casino or Hospitality environment a plus

Additional Details:
Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process