Specialist II IT Operations Center

• High School Diploma or Equivalent

• 18 months prior experience in an IT Help Desk/Support Center environment required.

• CompTIA A+ & ITIL Foundation certifications preferred

• ITIL V3 Awareness training preferred

• Knowledge of basic computer operation and troubleshooting efforts required

• Must speak fluent English

• Ability to type quickly & accurately required

• Typing speed of 50 WPM preferred

• Exceptional customer service, communication and phone etiquette skills

• Proficiency in use of Microsoft Office application suite required

• Ability to obtain gaming license in Nevada as well as other jurisdictions where Boyd conducts business

The Specialist II IT Operations Center role will be responsible for communicating with Boyd Gaming team members, contractors and vendors who require IT assistance to gather the primary information required to troubleshoot and resolve the incident or request. Additional responsibilities include but are not limited to basic system monitoring, resetting passwords, performing basic troubleshooting to ensure IT incidents and requests are resolved as efficiently and accurately as possible. This role will assist the shift manager as required and will act as a backup major incident manager.

• Process, prioritize & route incoming requests for IT assistance

• Record all relevant information

• Resolve Tier I Information Technology support requests as per documented procedure and backup the Network & Systems teams with Tier II resolution

• Perform password resets/enable accounts

• Coordinate escalation or referral of tickets

• Analyze alarm conditions presented by various internal management systems and begin triage efforts to assist in troubleshooting the affected application(s) and/or infrastructure(s).

• Provide guidance & assistance to junior team members

• Perform remote software installs & configurations in accordance with documented process

• Monitor basic network & system performance

• Perform basic troubleshooting of network & server related problem & incidents

• Keep supervisor informed about all computer and/or system anomalies.

• Use and maintain knowledge base and other knowledge tools.