IT Support Specialist - Kewadin Casinos

The IT Support Technician, under the direction of the Director of Kewadin IT, is responsible for providing front-line technical support to casino staff and ensuring the optimal functioning of our gaming and hospitality systems. This role will also be responsible for troubleshooting hardware and software issues, delivering training to end-users, and maintaining a high level of customer satisfaction.

ESSENTIAL FUNCTIONS: (includes, but is not limited to, the following)

• Provide timely and effective technical support for casino gaming and hospitality systems, including but not limited to slot machines, player tracking systems, electronic table games, POS system, Hotel PMS, and related hardware.
• Respond to support requests, diagnose issues, resolve problems, and assist casino staff in resolving technical issues, ensuring minimal disruption to gaming activities.
• Assist in the configuration and customization of gaming and hospitality applications to meet the specific needs of the casino.
• Ensure software updates and patches are applied in a timely manner.
• Conduct rigorous testing and quality assurance checks on new gaming software releases and updates.
• Document and report any defects or issues to developers and track their resolution.
• Conduct training sessions for casino staff on the proper use of gaming systems, software applications, and related technologies.
• Create user-friendly training materials and documentation.
• Implement monitoring tools to track the performance of gaming applications.
• Analyze system performance data to identify areas for optimization and improvement.
• Maintain comprehensive documentation of applications and configurations, support procedures, and issue resolution steps.
• Ensure all changes to gaming and hospitality applications are properly documented and communicated.
• Collaborate with IT teams, software vendors, and other stakeholders to ensure seamless integration of gaming applications with the overall technology infrastructure.

ADDITIONAL RESPONSIBILITIES: (includes, but is not limited to, the following)

• Interact with customers and colleagues professionally, courteously, and ensure a positive customer experience.
• Participate in cross-functional teams for system improvement projects.
• Ensure high customer satisfaction by delivering quality technical support and addressing user concerns professionally.
• All other job-related duties as assigned.

CONTACTS:

Immediate peers, peers in other departments, immediate supervisor/manager, managers in other departments, and outside vendor/service providers.

PHYSICAL REQUIREMENTS:

Position heavy with dual lifting of 100 pounds and frequent lifting/carrying up to 50 pounds. Physical factors include constant use of hearing/near vision and typing; frequent sitting; occasional standing, walking, carrying/lifting/pushing and pulling of office supplies and small equipment; stooping, reaching, manual handling, midrange/far/field of vision, and driving and bending. Working conditions include occasional exposure to weather/extreme cold. Potential hazards include constant computer use and occasional exposure to moving mechanical parts, electric shock, infectious exposure from contact with public and equipment, and occasional travel. Protective equipment includes hazard kits with protective gloves, masks, etc., and personal protection equipment.

REQUIREMENTS:

Education: Associate's Degree in Computer Science, Information Technology, or a related field or three years of proven experience in technical support required.

Experience: No experience required.

Certification/License: Must have a valid driver's license and be insurable by the Sault Tribe Insurance Department. Must undergo a criminal background investigation done under the rules of the National Indian Gaming Commission.

Knowledge, Skills, and Abilities:

Knowledge

• Desktop Operating Systems and Applications: In-depth knowledge of major desktop operating systems (Windows, macOS) and commonly used applications (Microsoft Office Suite, web browsers, email clients).
• Gaming & Hospitality IT Systems: Familiarity with core IT systems used in casinos and hotels, including point-of-sale, kiosks (cash/ATM/TITO, marketing), hotel property management systems, door access systems, and basic knowledge of network connectivity for these systems.
• Network Connectivity: Understanding of basic networking principles, including troubleshooting internet access, Wi-Fi connectivity, and email functionality.
• Cloud-Based Services: Working knowledge of cloud-based solutions commonly used in business environments.
• Cybersecurity: Awareness of cybersecurity best practices like password security, malware identification, and phishing scams.

Skills

• Technical Support: Proven ability to diagnose and troubleshoot common user issues with hardware, software, network connectivity, printers, and peripherals.
• Communication: Excellent written and verbal communication skills to effectively document issues, explain technical concepts to users in a clear and concise manner, and collaborate with IT colleagues.
• Customer Service: Ability to provide exceptional customer service in a fast-paced, 24/7/365 environment, remaining calm and professional under pressure.
• Problem-Solving: Skilled in identifying and resolving user issues independently or by escalating to appropriate IT resources.
• Documentation: Ability to document support interactions, troubleshooting steps, and solutions in a clear and concise manner.
• Attention to Detail: Keen eye for detail to ensure accurate data entry, system configuration changes, and adherence to documented procedures.
• Basic Cabling: Understanding of basic cabling principles for network connectivity (e.g., ethernet cables).

Abilities

• Time Management: Ability to prioritize tasks, manage multiple deadlines, and work efficiently in a demanding environment.
• Learning Agility: Willingness and ability to learn new technologies, adapt to changing procedures, and stay updated on evolving IT solutions.
• Teamwork: Ability to collaborate effectively with colleagues in the IT department, other departments (e.g., Casino Operations, Hotel Operations), and vendors.
• Initiative: Proactive approach to problem-solving and identifying areas for improvement in user support processes.
• Work Ethic: Strong work ethic with a commitment to providing high-quality support and maintaining a positive attitude.

Native American preferred.