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.