IT SERVICE TECH III

Hard Rock International - Sacramento, CA

Full-time - Mid Level

Sacramento, CA

Food Services and Drinking Places

About the position

The IT Service Technician III role at Hard Rock International is responsible for supporting and maintaining in-house computer systems, desktops, peripherals, and kiosks. This position involves installing, diagnosing, repairing, and upgrading hardware and equipment to ensure optimal workstation performance. The technician will troubleshoot issues, provide end-user training, and act as an escalation point for lower-level technicians, while also managing small projects as needed.

Responsibilities

• Analyze and resolve hardware/software problems such as operational discrepancies, job aborts, and network issues.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Liaise with and provide training and support to end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end-user technology, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of complex technical problems for a variety of end-users.
• Receive and respond to incoming calls and/or e-mails regarding technology problems.
• Assist in the development, maintenance, and improvement of Information Technology department procedures.
• Act as a liaison between vendors and other property departments to escalate any vendor's hardware and application support.
• Provide third-level support for team members with a higher access level profile.
• Train and mentor junior tech members.

Requirements

• Bachelor's degree in Information Systems or equivalent training and experience.
• Minimum of two (2) years of Information Systems experience or college-level course work.
• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server and Microsoft Office.
• Working technical knowledge of current network protocols, operating systems, and standards.
• A+ Certification is highly desirable.

Nice-to-haves

• Project management skills are a definite asset.
• Strong understanding of the organization's goals and objectives.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Benefits

• Full-time position with competitive salary range.
• Opportunity for professional development and training.