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About the Role

Provides remote support for all designated Seneca Gaming Corporation entities, including hardware, software, desktops, servers, networks, telecommunications, and AS/400. Collaborates with internal teams and vendors to resolve complex technical issues and ensures timely resolution through documentation and tracking.

Responsibilities

• Assume ownership of technical issues and triage for timely resolution.
• Provide support to internal end users for hardware and software issues.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Maintain and manage a support log through a centralized ticketing system.
• Support on-site activities for technicians, customers, events, and vendors.
• Work with IT staff to complete work requests as directed.
• Troubleshoot technical infrastructure components, their interactions, and repair.
• Collaborate with Application Services, Technical Services, and vendors to resolve issues.
• Adhere to all standard operating procedures and guidelines.
• Participate in shift turnover to ensure timely problem resolution.
• Work with management to plan and accomplish goals.
• Create and update documentation (knowledge management) related to job responsibilities.
• Manage desktop/laptop processes for new hires, transfers, and terminations, including imaging and deployment.
• Perform System Administration functions and manage application access for team members.
• Maintain knowledge of information security principles and practices, assessing potential risks and vulnerabilities.
• Maintain understanding of and comply with all information security policies and procedures.
• Provide exceptional customer service in a pleasant, friendly, and professional manner.
• Maintain a professional work environment.
• Meet attendance guidelines and adhere to regulatory, departmental, and company policies.
• Complete all required SGC Training programs within nine months of employment.
• Attend all necessary meetings.

Requirements

• Must be 18 years of age or older.
• Associate’s Degree in computer science, management information systems or 1-3 years of job experience/coursework in a related field.
• IT approved Certification required within 12 months of employment.
• Working knowledge of computer hardware and software, including applications & networking.
• Working knowledge of Microsoft Office, Microsoft Windows, Networking.
• Working knowledge of mobility services, devices, applications.
• Working knowledge of Multi-Factor security applications.
• Ability to analyze and resolve problems according to established protocols.
• Ability to stay current with changes and updates in relevant technologies.
• Solid troubleshooting skills to determine and resolve user issues.
• Detail-oriented multi-tasker with the ability to respond quickly to changing priorities in an organized and timely manner.
• Ability to complete high-quality work in a fast-paced environment within designated timeframes.
• Exceptional interpersonal and verbal/written communication skills.
• Strong customer service focus.
• Must be a self-starter and team player with the ability to work independently.
• Ability to take initiative, act independently, and anticipate management requirements.
• Excellent communication skills.
• Ability to write routine correspondence and speak effectively to the public, employees, customers, and vendors.
• Ability to deal effectively and interact well with customers, vendors, and employees.
• Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Resourceful, utilizing all available resources to resolve issues.
• Demonstrate good judgment.
• Must be a team player with strong interpersonal skills.
• Must be able to stand, walk, and move through all areas of the casino/hotel.
• Must be able to lift a minimum of sixty (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.
• Must be able to work in an environment where smoking is permitted.

Skills

• Hardware Support
• Software Support
• Desktop Support
• Server Support
• Network Support
• Telecommunications Support
• AS/400 Support
• Troubleshooting
• Ticketing Systems
• Microsoft Office
• Microsoft Windows
• Networking
• Mobility Services
• Multi-Factor Security Applications
• Information Security Principles
• Customer Service
• Interpersonal Skills
• Verbal Communication
• Written Communication

Location

• Remote

Work Type

• Full-time
• 24-hour schedule

Experience Level

• 1-3 years of job experience/coursework

Education Level

• Associate’s Degree in computer science or management information systems
• IT approved Certification

Salary/Compensations

• $22.00 per hour
• Compensation is negotiable based on experience and education.

About the Company

• At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.