IT OPS ANALYST II

Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming, Hard Rock International and their subsidiaries and/or franchisees.  A professional who applies acquired job skills, policies, and procedures to complete assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. Applies professional business/ technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Provides escalated, broad technical support.

Operations Center and Service Desk responsibilities:

• Answer phone calls coming into the IT Operations Center and provide support to achieve a first call resolution rate greater than 80%.
• Logging calls into the Service Now IT Service Management ticketing system.
• Communicate status of requests to customers, as needed.
• Ticket administration: Monitor and process tickets from the ticketing system and e-mail queue.
• Engage and contribute toward system events resolution displayed in the NOC.
• Create and maintain active directory and other application accounts.
• Develop deep knowledge of Confluence knowledge base and documented products/services.
• Escalate incidents to L3 analyst and management as required.
• Diagnose network issues involving LAN/WAN, VLans, VELO circuits and connectivity
• Communicate major incident to impacted parties and send outage alerts.
• Operate and exercise procedures according to established operational policies and procedures.

• A minimum of 3-5 years of experience in the IT industry required with experience in the technology field for hotels or gaming resorts preferred.
• Must be available to work different shifts that will include nights and weekends.
• 3-5 years of professional experience in PC/Server/Network Architecture and operations.
• Proficient in the support of Windows 7/10/11 operating systems.
• Proficient in the support of Office 2013/2016 suites.
• Intermediate knowledge of Office 365 providing supporting in the following areas: application suite, MDM enrollment and user profiles
• 3-5 years of professional experience preferred with Gaming systems, POS, Hotel PMS and ERP
• A bachelor’s degree in computer science, or equivalent related technical experience preferred.
• CompTIA A+ and CompTIA N+ or CompTIA Sec+
• Cisco Associate / Professional certification preferred
• Microsoft Azure and Intune fundamentals.
• ITIL v3/v4 certified preferred