JOB SUMMARY

Under general supervision, performs diversified duties required to install, move, and maintain all computer hardware and software at the Casino and remote offices including working with IT Management on various IT projects. Primary responsibility is to provide Help Desk Support to the End User Community. Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Desktop Personal Computers and implements repairs as needed, including telecommunications systems, in a network environment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Completes work requests in a timely manner as directed by the IT management team regarding installation of computer hardware and software and coordinating work with users. Receives and responds to incoming requests / trouble tickets regarding problems related to the user environment. Provides exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times. Maintains a professional work environment with supervisors and staff. Meets the attendance guidelines of the job and adheres to regulatory, departmental, and company policies. Installs and maintains PC based hardware and assists with the installation of multi-user applications on a network operating system, maintaining data integrity and system quality, including basic PBX and Telecommunications systems. Adheres to standards of security, system integrity and confidentiality within the department. Composes reports on a daily, weekly, monthly, or as-needed basis. Ensures a superior level of user service and satisfaction is achieved and maintained throughout the property by performing responsibilities effectively. Installs selected software, maintaining proper security levels and access rights. Ensures the quality of Information Technology operations in all areas of the company, by communication with all levels of system users and offering direction and assistance, as needed. Troubleshoots and repairs all supported equipment on property. Assists in the maintenance of applications on the network operating system. Installs, hooks up, disconnect, repairs, updates and move computer equipment throughout the property. Maintains a working knowledge of software applications on the network operating system, in order to provide technical support and guidance, as needed. Performs light housekeeping duties in the IT Department, ensuring a clean, neat and orderly work area and a dust-free environment in the computer rooms is achieved and maintained. Routinely inspects all supported equipment on property, identifying potential problems and coordinating necessary repairs. Identifies and addresses deficiencies in the system. Complies with the quality of IT operations in all areas of the company, by communications with all levels of IT users and offering direction and assistance, as needed. Facilitates the flow of information throughout the IT Department, by attending regularly scheduled departmental meetings. Contacts vendors regarding specific software, hardware or phone problems, as needed or as requested by IT Management Staff. Assists with network cabling on miscellaneous projects. May require flexible scheduling, as needed. Maintains the highest degree of confidentiality. Leads by setting a positive example to all associates. Must be able to obtain and maintain an Arkansas Gaming License. Responsible for maintaining a consistent, regular attendance record. Outstanding example of and a credit to Saracen Casino Resort and the IT Department. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule. Assist in other duties and projects as assigned.

QUALIFICATIONS/REQUIREMENTS

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

AGE REQUIREMENTS

Must be a minimum of 21 years of age or older upon employment.. EDUCATION and/or

EXPERIENCE

Technical degree in Computer Science or related area; or two to four years related experience and/or training; or an equivalent combination of education and experience.

SPECIAL QUALIFICATIONS

One to three years experience in computer programming or information management required, with casino related experience preferred. Must possess effective communication skills, and be computer-literate, with superior programming and usage skills. CompTia A+ or Network+ certifications preferred but, not required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret simple documents, such as safety rules and regulations, technical procedure manuals, instructions, and basic correspondence, reports and memos. Ability to respond to common inquiries or complaints from system users. Ability to effectively present information in one-on-one and small group situations. Must have the ability to deal effectively and interact well with guests and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL, MENTAL AND WORK DEMANDS

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, but, not all inclusive of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the Associate is regularly required to talk or hear. The Associate is also regularly required to stand; walk; sit; and use hands to finger, handle, or feel objects, tools or controls. The Associate is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. The Associate is frequently required to lift and/or move up to twenty-five pounds, occasionally lift and/or move up to fifty pounds, and infrequently lift and/or move up to one hundred pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 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. Must be able to be approved for and maintain a valid gaming license. Must be able to read, write, speak, and understand English. Must be able to respond to visual and oral cues. Work nights, weekends and holidays as required. 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