Mystic Lake Casino Hotel · 5 hours ago
Technical Support Specialist
Prior Lake, Minnesota, United States
Full-time
Onsite
Entry Level
2+ years expMystic Lake Casino Hotel is seeking a Technical Support Specialist to join their IT team. In this role, you will provide end-user computer support, resolve technical issues, and assist with various IT tasks to ensure stability and uptime of systems.
CasinoGamblingMedia and Entertainment
Responsibilities
Provides end-user computer support of Information Technology (IT) networks, software applications and hardware via phone, e-mail, electronic ticketing system and on-site
Supports a variety of enterprise applications in cloud-based and on-premise environments to provide first level resolution
Takes ownership of all incoming Incidents/Requests and serve as the primary level of escalation
Accurately document, categorize, and prioritize incoming Incidents/Requests to ensure a prompt recovery within the specified Service Level Agreement
Escalates critical situations to the appropriate staff and initiate communication between involved parties if necessary
Monitors alerts from critical systems and takes action to ensure stability and uptime
Monitors various system backups and resolves daily maintenance tasks
Assists with the configuration and deployment of end-user devices as a part of the life cycle process
Sets up and supports technology for a variety of events
Builds rapport and elicits details from end users regarding incidents and requests
Answers, evaluates, and prioritizes incoming requests for assistance around existing technologies
Identifies core issues and troubleshoots to provide resolution
Prioritizes and schedules requests
Escalates (when required) to the appropriately IT resource
Uses documentation standards to record information pertaining to requests, to include mitigation, source issues to rectify, and action items to build knowledge base
Familiarize with supported hardware and software
Monitors and maintains daily IT stability and security, and routine technology tasks
Installs equipment and software
Executes systems add/move/changes based on defined procedures and access
Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems
Provides assistance to other IT team members as needed
Provides technical support for internal and external guests
Assists other IT groups on department-specific project tasks
Provides management reports on various IT systems
Prepares for IT audit, network, or application projects
Qualification
Required
Any combination of post-secondary education in Business, Information Technology or related IT field experience to equal 2 years
Must have excellent Customer Service Skills
Have excellent telephone, listening, documentation and communication skills
Knowledge and experience with business software such as Microsoft Office, email and Office 365
Knowledge and experience troubleshooting current computer and mobile device operating systems such as Microsoft Windows, MacOS and iOS
Valid Class D driver's license is required with a good driving record
Benefits
Medical
Dental
Life and disability insurance
Onsite medical clinics and pharmacy
401(k) retirement plan
Paid time off
Wellness programs
Discounts on childcare
Fuel
Bus passes
Fitness membership
Free uniforms
Free uniform cleaning
Tuition reimbursement
Company
Mystic Lake Casino Hotel
Mystic Lake Casino Hotel is a casino that offers nonstop gaming action, dining, drinks and entertainment services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Katie Alger
Talent Acquisition Partner
Recent News
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