IT Support Specialist (Mohawk)

Position Summary

Reporting to the Manager, IT Support Services, The IT Site Support Specialist plays a critical role in delivering 1st & 2nd level technical support to maintain the smooth operation of technology systems & devices across our entertainment locations & home office. This position is responsible for ensuring adherence to policies & procedures while fostering a safe & welcoming work environment. The ideal candidate will bring technical expertise, excellent communication skills, & a commitment to customer satisfaction.

Key Accountabilities

• Gaming & Guest Systems Support : Provide comprehensive support for all back-end Gaming, Hotel & POS systems. Support our Gaming Management workstations, peripherals, & Customer-facing devices (ticket redemption, jackpot, cash advance, ATM’s & Marketing kiosks). Support various audio / video platforms to ensure optimal performance. Manage Crestron & the Samsung Lynk cloud platforms for AV systems
• End User Troubleshooting & Issue Resolution : Perform initial assessment of service desk requests. Perform appropriate troubleshooting for application, system, & network environments. Define & resolve IT issues, escalating when required. Review & action new & existing tickets in the support queue, escalating when necessary. Address user hardware & software issues, including executive support (white glove, on-site, remote, & over-the-phone).
• Hardware Support : Prepare & image new hardware. Set up workstations & laptops as needed for new hires. Update firmware & perform preventative maintenance on printers. Maintain printer supplies, toner, & paper. Administer Intune for mobile devices. Support Mobile devices, including cell phones & Tablets. Install & provide support for VOIP systems. Support Meeting Room Devices including support during Conferences & Public Events.
• System & Network Administration Tasks : Perform various O365 admin tasks, including tasks in the O365 Admin Portal, Exchange Admin Center, & Teams Admin Center. Manage mailboxes, email groups, & user roles in Active Directory. Patch network cables, cross-connect bix panels, & configure data lines to ensure proper VLANs.
• Documentation & Knowledge Sharing : Create knowledge articles & training documentation to empower end users & enhance the support process. Maintain a working knowledge of utilized technologies. Identify opportunities & propose solutions for continuous improvement in IT processes & technologies. Maintain records of investigative, diagnostic, & corrective activities for all IT issues, including hardware & software.
• System Deployment & Vendor Coordination : Perform system deployment activities, including remote or on-site installations. Collaborate with vendors & internal resources for the deployment of site-based solutions. Collaborate with various vendors for device installation & troubleshooting.
• Any Other Duties & Projects Performs other duties as assigned or directed. Take Service Desk Calls when Required. Take part in projects & other initiatives. Take part in a 24 hour on Call rotation.

Education and Qualifications