- 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
- 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).
- High School Diploma or Equivalent
- Customer Service & 1 year previous experience in a technology field 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
- CompTIA A+ or ITIL Foundation certification preferred
- Ability to obtain gaming license in Nevada as well as other jurisdictions where Boyd conducts business
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specialist i it operations center - Las Vegas, United States - Boyd Gaming
Description
Position Description:The Specialist I 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 technology-related incident or request. Additional responsibilities include but are not limited to basic system monitoring, resetting passwords, and guiding users through troubleshooting procedures and ensuring preliminary steps have been taken to ensure IT incidents and requests are resolved as efficiently and accurately as possible.
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