Palms Casino Resort - Las Vegas, NV
posted 5 months ago
The IT Technician role at Palms Casino Resort is a full-time position that operates under the guidance of the Director of IT. This position is crucial for assisting with all end-user requests, which include user provisioning and de-provisioning, hardware and software installations, troubleshooting, and repairs. The IT Technician will also handle networking tasks such as Moves, Adds, and Changes, as well as VoIP phone configurations and troubleshooting. The role requires a strong focus on customer service and effective communication skills, as the technician will be the first point of contact for various IT-related issues within the casino environment. In this role, the IT Technician will support a 24/7 production environment that includes a wide range of devices such as workstations, laptops, mobile devices, network devices, printers, promotional kiosks, electronic gaming machines (EGMs), point-of-sale (POS) systems, scanners, plotters, VoIP equipment, WiFi, and PBX equipment. The technician will also provide support for various applications used by internal customers across departments such as HR, Slots, Accounting, Food & Beverage, Cage Operations, Facilities, and IT. Responsibilities include monitoring server and network equipment, responding to user calls and service tickets, troubleshooting issues, and escalating problems as necessary to ensure smooth operations in both casino and back office activities. The IT Technician will be responsible for providing written and verbal status reports, communicating updates to customers and the team regarding ongoing issues, and maintaining online documentation and diagrams. Reinforcing service level agreements is also a key part of the role. The technician will participate in IT projects under the direction of operation leads and management, while also maintaining a clean and organized work environment. Confidentiality of sensitive information is paramount, and the technician will perform installations and basic configurations of hardware, software, and telephones, as well as preventative maintenance. Additionally, the role involves asset tracking, inventory management, telecom/network maintenance, vendor management, and process improvement activities. Flexibility in working hours is required, as the technician may be assigned to any shift, including day, swing, or graveyard shifts.