IT Technician II

$52,645 - $73,486/Yr

FireKeepers Casino Battle Creek - Battle Creek, MI

Full-time - Entry Level

Battle Creek, MI

About the position

The IT Technician II is responsible for providing 2nd-level remote and desk-side support for end users of PC-based systems across all departments at FireKeepers Casino. This role involves evaluating, planning, and executing projects related to hardware and software, while also mentoring junior IT staff. The technician will handle complex technical issues, manage service requests, and ensure customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Perform 2nd-level remote and desk-side support for end users of PC-based systems.
• Evaluate, plan, and execute projects related to hardware and software.
• Provide guidance and mentorship to IT Tech I's and serve as an escalation point for complex tasks.
• Identify symptomatic trends within the Service Management Tool and apply appropriate remedies.
• Lead scheduled events ensuring setup and verification with IT and relevant departments.
• Establish asset management and IT inventory processes for company technical assets.
• Conduct onboarding for new IT Technicians to ensure comprehensive training.
• Provide timely end-user support and delegate tasks as necessary.
• Create, monitor, and evaluate service requests to ensure timely resolution and customer satisfaction.
• Resolve escalated service requests and provide feedback for team development.
• Work with LAN Administrator, Network Operations, IT Security, and Database Development on projects.
• Evaluate and forecast hardware inventory needs.
• Configure system management platforms for deploying operating system images and applications.
• Install hardware, software, operating systems, and business applications.
• Perform administrative functions such as writing reports and maintaining records.
• Inform IT management of problem trends and provide detailed status reports.
• Provide exemplary user support and interact positively with guests and coworkers.

Requirements

• Proficiency in written and verbal English communication.
• Two years of technical degree or certification and three years of IT support experience.
• Effective research, organization, and project management skills.
• Advanced experience supporting PCs, peripherals, software, and hardware with troubleshooting skills.
• Ability to work independently and in a team environment.
• Must be at least 21 years of age.

Nice-to-haves

• Bachelor's degree in Information Technology and three years of Technical/Desktop Support experience.
• Net+ or MS Certified Professional (MCP) certification preferred.
• Professional experience as an escalation point of contact or lead.
• Gaming-related experience preferred.

Benefits

• Competitive hourly wage of $25.31 - $35.33.
• Full-time employment with potential for career advancement.