IT Support Technician I.
Seneca Gaming Corporation - Buffalo, NY

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Under direct supervision, provides 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 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. Documents, tracks and monitors problems and resolutions to ensure timely resolution. Responsible for acquisition and implementation of all workstations according to established procedures. All duties are to be performed within the guidelines of the Seneca Gaming Corporations policies and procedures, Internal Control Standards and objectives.

Position Requirements

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience: Must be 18 years of age or older upon employment. Completion of two (2) years of college coursework in computer science, management information systems or a closely related field, supplemented by specialized computer network training or one (1) to three (3) years equivalent work experience required. A+ Certification from CompTIA is required. Must be able to type at least 45 words per minute. Professional certification in telecommunications preferred. IBM iSeries (AS/400) Technical Certification preferred. Additional certification that is preferred, but not required, includes Network+ Certification from CompTIA, MCDST (Desktop Support Technician), MOS (Office Specialist), MCP (Certified Professional) from Microsoft, and CSS (Customer Support Specialist) from HDI. Experience in a Help Desk or similar Technology Support environment is preferred. Experience supporting an IBM iSeries (AS/400) environment is preferred. Experience supporting Microsoft Windows clients is required. Experience with PBX and Voicemail systems is preferred. Experience with Windows networking environment including Windows clients and servers and Cisco Switches preferred. Experience with IBM iSeries (AS/400) environment, commands, and utilities preferred. Experience with wiring schemas including optic fiber preferred. Must be able to demonstrate proficiency in Microsoft Windows and Microsoft Office. Previous customer service experience preferred.

Language Skills and Reasoning Ability: Must possess excellent communication skills. Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors. Must have the ability to deal effectively and interact well with the customers, vendors and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner. Must be resourceful, utilizing all resources that are available to resolve issues. Must demonstrate good judgment. 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. Must be able to stand, walk, and move through all areas of the casino/hotel. Must be able to lift a minimum of sixth (60) pounds. 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.

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