It is the responsibility of the Technical Support Engineer I (TSE I) to provide on-site support to internal customers as dispatched by the trouble ticket system while performing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures, within the framework and intent of MGM Springfield.
Monitors the MGM Springfield Help Desk queues and works cooperatively with the Corporate IT department, Springfield IT department, and vendors to facilitate correction of incidents and problems.
Updates and closes Help Desk tickets in a timely manner to reflect action taken and current status.
Acts as the property expert on technologies and sets priorities in incident resolutions.
Ensures that the computer room, office, and computer equipment are kept neat and clean.
Performs preventive maintenance on PCs, printers, and other hardware. Installs service releases and performs routine maintenance on desktop applications.
Answers inquiries in person and via telephone, e-mail, and voice-mail concerning the use of computer hardware and software.
Installs PC hardware/software and assists in the installation of system and networking hardware and software.
Updates the shift report on a daily basis to include required information updates and to reflect significant activities that occurred during the shift.
Ensures virus protection is working on all PCs/Servers that are deployed or changed.
Participates in maintaining licensing information for all applications and operating systems using established process.
Promotes and maintains the highest level of customer service to all guests while staying alert to their needs.
Responds effectively to guest inquiries related to MGM Springfield and the Springfield area providing excellent guest service.
Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
Performs other job related duties as assigned.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent.
Three (3) years' experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
Effectively communicate in English, both written and oral forms
Bachelor's degree in computer science or related field.
Previous experience working in a similar resort setting.
Certification (Microsoft, Cisco, A+, Network+).
CERTIFICATES, LICENSES, REGISTRATIONS:
MA Gaming License
Proof of eligibility to work in the United States
Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients).
Experience using remote control (DameWare) to resolve client issues.
Experience installing and upgrading PC hardware and PC software/operating systems.
Working knowledge of LAN and WAN networking and protocols.
Strong analytical and listening skills.
Self-motivated with excellent organizational skills and attention to detail.
Ability to handle and maintain confidential information.
Ability to lift and carry up to thirty (30) pounds at a time.
Ability to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting.
Ability to multi-task several activities and duties simultaneously.
Ability to function and act independently.
Ability to work well with people, in a team environment, and to communicate effectively both written & oral.
Ability to function in a fast paced environment, under short time constraints, and within established deadlines.
Ability to work a flexible schedule including extended hours, weekends, holidays and evenings.
Excellent customer service skills.
Interpersonal skills to effectively communicate with all business contacts.
Ability to effectively communicate in English, in both oral and written forms.
Regular scheduled hours : Work Days: Varies Hours: Varies
Other - Must be flexible if needed for occasional work outside of normal business hours.