Technical Systems Analyst

Summary: The Technical Systems Analyst proactively supports operations functions; continually assessing the performance of the computer systems and assisting in the resolution of issues.

Position Responsibilities:

- Effectively supports operations startup, monitoring, control, and bringing down the operation of the computer systems using the computer or administrator console; the consoles of equipment at remote sites, and other control/monitor units.

- Continually assesses the performance of the computer systems in order to maintain the parameters and standards of its operation, and to assist in making corrections or improvements in them.

- Exhibits and performs superior troubleshooting techniques in a proactive environment in order to resolve issues as quick as possible and limit impact to business operations.

- Supports the development of Operations Procedures and Manuals; ensures modifications are done in a timely manner to be effective with the implementation of change.

- Establishes and follows Standard Operating Policies and Procedures for managing systems.

- Ensures the backup schedule is processed and the tapes are rotated for offsite storage.

- Performs 1st and 2nd Level Support for all systems and escalates trouble ticket as required by support model in a timely manner.

- Opens trouble ticket as required by support model.

- Conducts remote control of servers and desktops as required by support model during trouble shooting trouble tickets.

- Places service calls for hardware and software to vendors as required by support model.

- Resolves trouble tickets at fast as possible in accordance with support model, and in compliance with Service Level Agreements.

- Monitors and initiates batch processing or work requests as required.

- Ensures all system backups of data run as scheduled and performs all required tasks as necessary to protect the organization.

- Complete Gaming System Audits

- Responsible for On and Off Boarding

Minimum Qualifications:

- Degree in Computer Science, or other related technical field, and/or equivalent experience of at least four yrs. in an IT environment.

- Must be experienced in resolving a multitude of computer user difficulties.

- Must demonstrate excellent troubleshooting skills; understands at what point to escalate issue to next support level.

- Must possess a general knowledge of IBM AS/400 and OS/400, UNIX, Intel platform, database concepts, and networking protocols, concepts and devices.

- Must have a basic understanding of the Windows operating systems.

- Must be flexible and willing to work any shift - position is a 24X7 coverage support position.

- Must possess knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.

- Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).

- Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.

- Must be detail oriented and able to work effectively in a multi-tasking environment.

- Must understand VPN and TFP

- Understand Incident Management and Response.

Desired Qualifications:

- Some type of Industry Certification

- Experience in an Information Technology Call Center

- Demonstrated experience working with gaming and/or hospitality systems.

- A working knowledge of transaction processing and data flow in a large enterprise computing environment.

Remarks:

This job description is intended to be illustrative of the position's duties and should not be construed to be an exhaustive statement of the essential functions of the job.