MIS Support Technician

DEADLINE: Open Until Filled

SUMMARY: The primary responsibility of this position is to facilitate the effective operations of computer systems and networks for all aspects of the Lake of the Torches Resort Casino.

DUTIES AND RESPONSIBILITIES:

• Responds to associates requesting assistance and identifies, prioritizes and resolves reported issues and problems.
• Monitors, troubleshoots and repairs system errors including network connectivity, application errors and hardware failures.
• Recognizes, researches, isolates, resolves and follows up on all computer hardware and software system issues
• Supports tests and troubleshoots LAN hardware and software problems.
• Maintains an accurate inventory and maintenance schedule for all workstations.
• Prepares and submits activity and equipment reports for review by the MIS Manager and the Chief Executive Officer.
• Required to make decisions that may have an impact on guest services, associate relations, management policies or compliance activities that could result in a diminishment of credibility, compromised information, and loss of revenue, guest or associate good will, unnecessary expenditures or expose the Lake of the Torches Resort Casino to adverse legal activities.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None

SUPERVISION RECEIVED: Operates independently with supervision received from the MIS Manager.

POSITION RELATIONSHIPS:

• Internal: Continual contact with associates at all levels within all departments of the organization.
• External: Occasional contact with suppliers or sales representatives.

EDUCATION: High school diploma or HSED required. An Associate Degree in computer science, management information systems or other related discipline is preferred. A Bachelor’s Degree is preferred. Certifications in MCP, MCSE or CCNA are preferred.

EXPERIENCE: A minimum of one year experience providing hardware and software support in a 110+ multi-site LAN environment is preferred. Three-years of experience in desk side/user support related to hardware and software is preferred. Experience with network security, active directory, related software programs, terminal services and DNS is preferred. Prior experience within a gaming environment is highly desirable.

KNOWLEDGE, SKILLS AND ABILITIES: Must possess excellent interpersonal, communication, organizational, multi-tasking and project management skills. Must possess proficient knowledge related to PC’s and related software, hardware, wiring and auxiliary PC equipment. Preferred knowledge and experience in pulling telephone and data cables, five color code, and terminating jacks. Must possess the ability to understand simple and complex machine wiring schematics. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Must maintain a professional demeanor in stressful situations, as necessary.

WORKING ENVIRONMENT:

• Work Conditions: The majority of position responsibilities are performed within an office environment with some responsibilities performed within the confines of the Lake of the Torches Resort Casino properties. May be exposed to differential in temperature.
• Exposure to Hazards: May be exposed to situations where spills, wet floors, wiring or guest behaviors may create undesirable conditions.
• Physical Requirements: Must be able to walk, sit, stand, bend or lift for extended periods of time.

LICENSE REQUIREMENTS: Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.

BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the MIS Support Technician to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

OTHER: Must be able to work irregular hours, weekends, holidays and be available for call in to work on short notice. Must attend all mandatory meetings and attend all departmental training and development sessions.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.