SUPERVISOR - IT OPERATIONS

Job Description

Job Description

OVERVIEW:

The IT Service Technician Supervisor role is to support and maintain in-house computer systems, desktops, peripherals, kiosks, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required. Tech III is expected to act as an escalation point for Tech II and perform the role of liaison between the System/Application Support team and the tech support team. Small project management is also expected of this role. This position reports to the IT Operation Manager.

ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all-inclusive for this position)

• Analyze and resolve hardware, software, and network issues, escalating when necessary.
• Maintain accurate records of hardware failures, repairs, installations, and removals.
• Monitor system performance and assist with IT reporting and documentation procedures.
• Provide technical support and user training on computer systems and applications.
• Install, configure, maintain, and troubleshoot end-user devices, software, peripherals, and network equipment.
• Diagnose and resolve complex technical issues, implementing effective hardware and software solutions.
• Respond to support requests via phone, email, and other communication channels.
• Assist with the development and improvement of IT policies, procedures, and best practices.
• Coordinate with vendors and departments to resolve hardware and application-related issues.
• Manage department scheduling, process and approve employee timecards, and ensure accurate payroll-related records.
• Oversee departmental purchasing, including sourcing, ordering, budget tracking, and vendor coordination for all technology-related needs.
• Provide Tier 3 technical support and guidance to team members.
• Train, mentor, and support junior IT staff.
• Serve as acting IT Operations Manager during absences or special assignments.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)

• Associate’s or Bachelor’s degree in Information Technology, or an equivalent combination of education, training, and experience preferred.
• Project management experience and skills are highly desirable.
• Strong understanding of organizational goals and business objectives.
• Ability to communicate technical concepts effectively in both business and user-friendly terms.
• Self-motivated, detail-oriented, and capable of working independently.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• Excellent customer service and interpersonal skills.
• Proven ability to work effectively in a collaborative, team-oriented environment.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Visio, Project, and OneDribe.
• Must possess or be able to obtain a Tribal Gaming License.
• Flexible schedule with the ability to work as needed to support business operations.
• Must be at least 21 years of age.
• Broad knowledge of computer hardware, software, networking, and related technologies.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office, Windows Desktop Operating Systems, MS Outlook & PC hardware configuration skills.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Minimum of two (2) years of Information Systems experience or college-level course work.
• A+ Certification is highly desirable.

WORK ENVIRONMENT:
• The Casino environment is hectic, fast-paced, and often crowded and noisy. May be exposed to casino-related environmental factors including, but not limited to, secondhand smoke, excessive noise, and constant exposure to the general public.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

DISCLAIMER:
This is not an exhaustive list of all responsibilities, requirements, and skills. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances arise.