IT Technician

Position Summary:
Providing support for all aspects of property technology needs. Responsible for first level support for server and desktop hardware and software, including the operating system and applications, security and disaster recovery for Graton Resort & Casino. Strong customer service, troubleshooting, and organizational skills are required. Responsibilities must be performed in accordance with all Company standards, policies and procedures.

Essential Functions:
1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
2. Perform responsibilities in accordance with all Company standards, policies, and procedures.
3. Accurately respond to questions and assist customers with software product features, installation of computer hardware and software, set-up, and troubleshooting of IT hardware and software via phone or in person.
4. Strong technical skills to diagnose, analyze, and correct customer reported hardware or software
issues to include basic PC, laptop, or network connectivity as necessary.
5. Escalate issues as needed to supervisors, manager, and on call engineers to ensure that the business is able to complete operations with minimum disruption or downtime.
6. Plan for and upgrade existing or deploy new requested hardware and equipment as needed.
7. Monitor business slot floor, table games, point of sale, rewards desk, and hotel and spa operations and for potential problems and work proactively to find a solution.
8. Train others business units outside of the IT department regarding simple troubleshooting techniques such as rebooting computers or related equipment for areas of responsibility.
9. Install and support Microsoft Office products.
10. Participate in IT infrastructure operations and management during a pandemic.
11. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities can be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.

Non Essential Functions:
1. Responsible for troubleshooting and replacing equipment for table games on the casino floor.
2. Install and troubleshoot signage and media player displays on the casino floor, back of house, and in the parking garage.

Required Qualifications:
1. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
2. Previous experience with administration and support of Microsoft Windows 10 and Windows 11
desktop operating systems and Microsoft Office Products.
3. Excellent time management skills.
4. Ability to work as part of a team to provide support in a timely fashion.

Preferred Qualifications:
1. Previous policies and procedures documentation skills preferred.

Physical Requirements:
This job has the following physical requirements:
1. Standing/Walking the casino floor and back of house to help Team Members with computer related issues for 50% of shift.
2. Sitting at a desk/computer for the duration of 8 hour shift
3. Bending Up to 20% of shift
4. Twisting Up to 10% of shift
5. Occasionally climbing, including ladders to reach and troubleshoot installed equipment
6. Kneeling or Squatting as needed to install computers and related equipment under desks or table games
7. Lift/Cary/Push/Pull carts up to 50 pounds to install IT related equipment
8. Occasionally reaching above the shoulders and other hand arm use
9. Hand use: Frequent typing or writing for 7 hours/per day at a desk/computer for 88% of the shift
10. Vision/coordination: constant for reading and computer use for up to 7 hours/per day for 88% of shift
11. Speaking/listening: use of the telephone for up to 7 hour/per day for 88% of shift.