Technical Support Specialist

ilani - Vancouver, Washington
January 13, 2021
Technical Support Specialist
88 reviews
Vancouver, WA
88 reviews
Read what people are saying about working here.
Job details
From $22 an hour
Job Type
Number of hires for this role
2 to 4
• • Night Shift (Required)
• Overnight Shift (Required)
• Associate (Preferred)
• IT Customer Service Specialist: 2 years (Preferred)
Full Job Description ilani
Job Posting: Technical Services Specialist
Reports to: Technical Services Manager
Ridgefield, WA
Pledge for Success:
We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.
Position Summary:
The Technical Services Specialist’s role is to support the stable operation and perform daily troubleshooting of the ilani in-house support calls relating PC hardware and software, network and telecommunications.
Primary Duties and Responsibilities:
• Promotes superior guest service.
• Consistently demonstrates collaborative, relationship building, welcoming, and mutually respectful behaviors.
• Support the operation of the computer network including software and hardware linking computer systems in various departments and divisions.
• Ensures that high quality support and services are provided to team members using network and desktop computers.
• Assists team members (by phone or in person) with desktop/computer, peripheral and mobile device problems requiring troubleshooting and problem analysis skills.
• Write system documentation and standard Operating Procedures for systems installation, operation, and maintenance to submit to the Technical Service Manager for approval.
• Serve on project teams and perform systems analysis for various company-wide hardware and software projects.
• Maintain and update the help desk ticket system as issues are reported by team members.
• Acts as a technical liaison to assist team members with complex desktop computer hardware and software problems.
• Recommends items for purchase.
• Develops and utilizes systems/procedures to monitor and maintain the computer network.
• Maintains documentation of computing hardware and software; including installations, problems, fixes, and upgrades.
• Installs and maintains network components, system and desktop software and hardware.
• Installs and/or moves computers from one location to another.
• Sets up and tests new computer hardware configurations, performs diagnostics on desktop and network systems, pulls and connects/terminates various data and other communications cables, disassembles and replaces parts as needed.
• Performs monthly preventative maintenance.
• Aides in inventory management of backstock and supplies.
• Troubleshoot issues as they arrive. Documenting activity, in detail, within ticketing system.
• Works with management, peers, and vendors to design and implement hardware/software solutions, logical models, operational management models, and business continuity plans for systems under management.
• Works with management, peers and vendors to provide ongoing monitoring, performance tuning, implementation, and root cause analysis for systems.
• Creation and maintenance of troubleshooting and operational documentation for systems.
• Authors and peer-reviews documentation.
• Provides and receives cross-discipline training in order to ensure maximum availability of systems under management; conducts security awareness training.
• Communicates effectively verbally, and in written form.
• Carries and responds to off-hours communications device in order to provide 24x7 support for systems under management.
• Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools, and processes for systems under management.
• Maintains confidentiality of sensitive information.
• Performs other duties as assigned.
Minimum Qualifications:
• Associates degree in Information Systems, Computer Science, Engineering, Business or related field, and two (2) years of progressive Information Systems experience in a Client Technologies or IT Customer Service Specialist role – OR – High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or IT Customer Service environment.
• Demonstrated advance knowledge of Microsoft operating systems.
• Requires weekend, evening work, working different shifts, and flexible hours.
• Effective written and oral communications.
• Ability to obtain and maintain gaming licensure in one or more jurisdictions.
• Must have exceptional troubleshooting skills.
• Must have experience supporting MS Office.
• Cisco networking experience and strong familiarity with audio/visual equipment and support highly recommended.
• Must be able to walk, stand, reach, and grab for an 8-hour shift.
• Must be willing to work in a smoking environment when on the casino floor.
• Must be willing to adhere to company health and safety measures (wear a face mask, other appropriate PPE, social distance).
Job Type: Full-time
Pay: From $22.00 per hour
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance
• 10 hour shift
• Night shift
• Overtime
• Associate (Preferred)
• IT Customer Service Specialist: 2 years (Preferred)
• troubleshooting: 2 years (Preferred)
Shift Availability:
• Night Shift (Required)
• Overnight Shift (Required)
Work Location:
• One location
This Company Describes Its Culture as:
• Detail-oriented -- quality and precision-focused
• Innovative -- innovative and risk-taking
• Aggressive -- competitive and growth-oriented
• Outcome-oriented -- results-focused with strong performance culture
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative
Company's website:
Work Remotely:
• No