IT OPS ANALYST I

Hard Rock Hotel And Casino - Davie, FL

Full-time

Davie, FL

Accommodation

About the position

The IT Operations Analyst I position at Seminole Hard Rock Support Services is a critical role within the Information Technology Services team, which supports Seminole Gaming, Hard Rock International, and their subsidiaries and franchisees. The ideal candidate will be responsible for providing exceptional technical support and ensuring the smooth operation of IT systems across a global WAN. This role requires excellent verbal and written communication skills, as the analyst must articulate technical information clearly to end users. The candidate should also possess strong problem-solving abilities, attention to detail, and the capacity to work independently with minimal supervision. In this position, the analyst will monitor systems and respond to alerts, manage incoming calls at the Service Desk, and address emails received in the operational mailbox. Responsibilities include installing software on computers, troubleshooting application and network issues within a multi-domain Active Directory environment, and creating system and application accounts. The analyst will also be tasked with communicating system outages and updates to relevant parties, updating ticket notes, and escalating cases as per established guidelines. This role is essential for maintaining the operational integrity of IT services and ensuring a high level of customer satisfaction. The IT Operations Analyst I will engage in various operational tasks, including logging calls into the Service Now IT Service Management ticketing system, providing level I/II support, and achieving a first call resolution rate of 70% or higher. The analyst will monitor and process tickets from the ticketing system and email queue, interpret system events displayed in the Network Operations Center (NOC), and maintain the departmental knowledge base. Additionally, the analyst will be responsible for opening service requests with third-party providers and communicating major incidents to impacted parties, ensuring timely outage alerts are sent out.

Responsibilities

• Answer phone calls coming into the IT Operations Center.
• Provide level I / II support and achieve a first call resolution rate greater than or equal to 70%.
• Log calls into the Service Now IT Service Management ticketing system.
• Communicate status of requests to customers, as needed.
• Log and dispatch incidents and support requests.
• Monitor and process tickets from the ticketing system and e-mail queue.
• Monitor, interpret and address system events displayed in the NOC.
• Create and maintain active directory and other application accounts.
• Maintain departmental knowledge base and contribute to current documents.
• Escalate incidents to senior technicians and management as required.
• Open requests for service with 3rd party service providers.
• Communicate major incidents to impacted parties and send outage alerts.

Requirements

• A minimum of two years of experience in the IT industry required.
• Experience in the technology field for hotels or gaming resorts preferred.
• Two or more years of professional experience in PC/server/network architecture and operations.
• Proficient in the support of Windows 7 and Windows 10 operating systems.
• Proficient in the support of Office 2016 and Office 365.
• Two or more years of professional experience with Gaming systems, POS, Hotel PMS, ERP, and audio video systems.
• A bachelor's degree in computer science, or equivalent related technical experience preferred.
• A+, N+ or MCP certifications preferred.
• ITIL certified preferred.