Position Description:

The Specialist SR 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
• Perform password resets/enable accounts
• Coordinate escalation or referral of tickets
• 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
• Mentor, train, assist and motivate junior team members
• Perform pre-defined application support tasks as required per documented procedure
• Assist & troubleshoot during major system events/outages
• Communicate major issues to management
• Assist with scheduled maintenances & Change activities(i.e. Micros reboots, Lawson restarts, etc.)
• Perform daily health checks (i.e. Halo checks, Itera saves, etc.)
• Perform scheduled and ad-hoc operational activities as required (i.e. restart services, interfaces, jobs, etc.)
• Perform initial vendor engagement & ticket creation
• Assist shift manager as required
• Serve as backup Major Incident Coordinator for all major system events/outages.
• Keep management informed about activities and problems; provide input into support operations and processes; assist in the development and management of P&Ps; assist in the development of associated training for Support Center staff.
• Serve as departmental Subject Matter Expert

Position Requirements:

• High School Diploma or Equivalent
• 3 years previous experience in an IT help desk/support center role preferred
• 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