Technical Services Technician

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Position Summary:

The incumbent in this position configures, installs, monitors, and maintains Mohegan Sun user’s desktop software and hardware. Provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations associated with the CT property. Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video / media players, patron facing kiosks and hotel room technologies. Supports various event setups and office moves.  Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes. Provides technical support and guidance through Tier II support and escalates issues to other Tier II or Tier III resources based on escalation procedures. 

Primary Duties and Responsibilities: includes but not limited to:

• Responsible for implementing technical service uptime restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failures
• Identifies and troubleshoots abnormalities to resolution using a range of diagnostic tools
• Conducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures
• Effectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls
• Assists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownership
• Works with peers, management, and vendors to provide root cause analysis
• Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions
• Creation and maintenance of troubleshooting and operational documentation
• Provides and receives cross-discipline training to ensure maximum availability of systems
• Communicates effectively verbally, and in written form 
• Ensures Service Level Objectives are met

Secondary Duties and Responsibilities:

• Configures, installs, monitors and maintains user’s hardware when called upon by direct supervisor
• Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor
• May provide on-site training for users
• Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

Minimum Education and Qualifications:

• Associates’ Degree in Computer Science, Engineering, Business or a related field

~OR~

• High School Diploma or equivalent and two years of progressive Information Technology experience in a large-scale, dynamic, and fast-paced client technologies or customer service environment

Competencies:  Incumbent will master the following competencies while in this position:

• Excellent customer service skills
• Excellent written and verbal communication skills
• Excellent written skills as demonstrated in providing detailed information in HEAT tickets
• Basic root cause analysis of technology solutions
• Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation

Training Requirements:

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Mohegan Sun project management process and methodology
• Mohegan Sun timesheet categories and guidelines
• Mohegan Sun Application Information Summaries and application escalation procedures
• Mohegan Sun incident report and escalation tool (ManageEngine)
• Mohegan Sun application and system knowledgebase (HPK)
• Customer service training and skills

Physical Demands and Work Environment:

• Office work environment
• Must sit in front of a computer screen for extended periods of time
• Must be able to work vario