IT Support Technician @ Potawatomi Casino Hotel

Pay based on experience | Requires flexibility to work both second and third shifts

In this fast-paced, high-energy environment where information system operation is essential, how do we ensure our Information Technology (IT) systems are kept up and running smoothly? As an IT Support Technician, you will be responsible for providing frontline technical support and delivering exceptional customer service to team members across the organization. This role supports daily IT operations by resolving technical issues, maintaining IT systems and equipment, and ensuring a seamless technology experience for end users. The ideal candidate demonstrates strong technical troubleshooting skills, professionalism, and a guest-focused mindset, while contributing to a collaborative team culture.

This position works closely with the IT Support Supervisor and team to maintain operational efficiency, follow established processes, and continuously improve service delivery. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our Mission, Vision, and Values.

Principal Duties and Responsibilities

• *Provide timely and effective technical support for desktops, laptops, mobile devices, radios, printers, applications, and other IT-related equipment and systems across multiple properties.
• *Troubleshoot, diagnose, and resolve hardware, software, network, and access-related issues. Escalate complex or high-impact issues as appropriate.
• *Install, configure, maintain, and support software applications, ensuring proper access, licensing, and functionality.
• *Perform setup, imaging, deployment, relocation, maintenance, troubleshooting, and decommissioning of workstations, printers, kiosks, point-of-sale systems, and various operational and end-user technology terminals across the enterprise.
• *Support onboarding of new technologies by assisting with installation, documentation, and end-user training.
• *Maintain accurate documentation of incidents, service requests, asset inventory, cybersecurity vulnerability remediation, and resolutions within the ticketing system.
• *Monitor assigned tickets and tasks to ensure timely response and resolution in accordance with service expectations.
• *Assist in maintaining and improving knowledge base articles, standard operating procedures, and technical documentation.
• *Support network infrastructure tasks including basic switch support, port configuration, and cable troubleshooting as needed.
• *Maintain inventory and organization of IT equipment and third-party vendor hardware, including receiving, tracking, and replacement of parts.
• Assist with system testing and implementation of new or updated technologies.
• Act as a professional and trusted resource for team members by providing clear communication, technical guidance, and excellent customer service.
• Contribute to a team-focused culture by maintaining professionalism, accountability, respectful communication, and adherence to all departmental processes, internal controls, policies, and security standards.
• Other duties and responsibilities as assigned.

Job Qualifications

• Associate's degree in Information Technology or related field, or equivalent experience (high school diploma with 2+ years of IT support experience).
• Experience in IT support, service desk, or helpdesk environment preferred.
• Previous experience troubleshooting and supporting Apple Mac and macOS is preferred.
• Working knowledge of Microsoft 365, Active Directory, endpoint support, and remote support tools.
• Experience working within a ticketing or service management platform preferred.
• Foundational understanding of networking concepts (switches, ports, connectivity).
• Relevant certifications (e.g., CompTIA A+) preferred.
• Ability to work a flexible schedule including nights, weekends, holidays, and extended shifts as needed; provide after-hours or on-call support; and perform the physical and technical requirements of the role, including moving throughout the property, lifting equipment, and operating standard office and IT equipment.
• While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the property for duration of scheduled shift (for prolonged periods of time in a physically demanding, fast-paced environment). The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member may occasionally be required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally, with assistance. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties when required. Specific vision abilities required by this job include close vision, color vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate. When on the casino floor the noise level increases. The facility is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.