[Remote] IT Support Technician I

Note: The job is a remote job and is open to candidates in USA. Seneca Gaming Corporation is a gaming organization that provides various entertainment services. They are seeking an IT Support Technician I to provide remote support for hardware, software, and network issues while ensuring timely resolution of technical problems. Responsibilities Assume ownership of technical issues reported by our team members and triage the needed to a timely resolution. Provide support to internal end users to diagnose and resolve hardware and software issues. Respond to telephone calls, emails, and personnel requests for technical support. Maintain and manage a support log for all activities through a centralized ticketing system Support on-site activities for both technicians, customers, events and vendors Work alongside other IT staff to complete work requests as directed by the IT Service Desk Manager or IT Support Shift Manager in support of the Seneca Gaming Corporation’s technical infrastructure. This could include desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400) Seek to gain an understanding (level 1 troubleshooting) of the technical infrastructure components in use throughout the company/Casino Operations. Including, designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components Work with Application Services and/or Technical Services and hardware/software vendors to resolve hardware/software issues, online processing, or application problems as directed Adhere to all standard operating procedures and guidelines Participate in shift turnover (pre-shifts) to ensure the timely resolution of problems Work with management to plan and accomplish goals. May be asked to perform a variety of tasks as directed Create and update all documentation (knowledge management) relating to job responsibilities Desktop/Laptop management for the new hire, transfer and termination processes, imaging and deployment of IT assets System Administration functions, manage team member access for applications Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities. Proactively assess potential risks and vulnerabilities within the environment Maintain a current understanding of all policies and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times Provide exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times. Maintain a professional work environment with supervisors, managers, and staff Meet the attendance guidelines of the job and adhere to regulatory, departmental, and company policies Must complete all required SGC Training programs within nine (9) months from commencement of employment Attend all necessary meetings Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule Skills Must be 18 years of age or older upon employment Associate's Degree in computer science, management information systems or one (1) to three (3) years of job experience/Course work in a closely related field is required IT approved Certification is required within twelve (12) months of employment Working knowledge of computer hardware and software, including applications & networking Working knowledge of Microsoft Office, Microsoft Windows, Networking Working knowledge of mobility services, devices, applications Working knowledge of Multi-Factor security applications Ability to analyze and resolve problems according to established protocols Ability to stay current with changes and updates in relevant technologies Solid troubleshooting skills to determine and resolve user issues Detail-oriented multi-tasker with the ability to respond quickly to changing priorities in an organized and timely manner Ability to complete high-quality work in fast-paced environment within designated timeframes Exceptional interpersonal and verbal/written communication skills Strong customer service focus Must be a self-starter and team player who also has the ability to work independently Ability to take initiative, act independently and anticipate requirements of the management team Must possess excellent communication skills Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers, and vendors Must have the ability to deal effectively and interact well with customers, vendors and employees Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner Must be resourceful, utilizing all resources that are available to resolve issues Must demonstrate good judgment Must be a team player with strong interpersonal skills Must be able to stand, walk, and move through all areas of the casino/hotel Must be able to lift a minimum of sixty (60) pounds Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations Company Overview Since opening Seneca Niagara Casino in 2002, Seneca Gaming Corporation has grown into one of the largest private sector employers in Western New York, with 4,000 employees at its three locations. It was founded in 2002, and is headquartered in Niagara Falls, New York, US, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Seneca Gaming Corporation has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.