IT Operations Support Specialist

2 weeks ago


Fort Lauderdale Florida, United States Seminole Hard Rock Support Services Full time

Position Summary:


Seminole Hard Rock Support Services is dedicated to delivering top-notch Information Technology solutions for the gaming and hospitality sectors.

The successful candidate will demonstrate exceptional verbal and written communication abilities, ensuring technical concepts are conveyed clearly to end users. Strong telephone etiquette, analytical problem-solving skills, meticulous attention to detail, and the capacity to operate autonomously with minimal oversight are essential.

This role involves monitoring systems and responding to alerts, managing incoming calls at the Service Desk, and addressing inquiries received via the operational email account.

The IT Operations Support Specialist will also be tasked with software installation on workstations and troubleshooting application and network challenges within a multi-domain Active Directory framework across a global network.

In the event of system disruptions, the specialist will be responsible for notifying stakeholders about outages and updates, documenting incidents in the ticketing system, and escalating issues as per established protocols.


Key Responsibilities:

Service Desk and Operations Center Duties:
Respond to incoming calls directed to the IT Operations Center, providing level I / II support with a goal of achieving a first call resolution rate of 70% or higher.

Document calls in the Service Now IT Service Management system.

Communicate the status of requests to clients as necessary.

Log and route incidents and support requests efficiently.

Ticket Management:
Oversee and manage tickets from the ticketing system and email queue.

Monitor, interpret, and respond to system events displayed in the Network Operations Center (NOC).

Create and manage Active Directory and other application accounts.

Contribute to and maintain the departmental knowledge base and current documentation.

Escalate incidents to senior technicians and management as needed.

Initiate service requests with third-party providers.

Notify affected parties of major incidents and distribute outage alerts.

Required Qualifications:


A minimum of two years of experience in the IT sector is required, with a preference for candidates with a background in technology for hospitality or gaming environments.

Availability to work various shifts, including nights and weekends, is essential.

Two or more years of professional experience in PC/server/network architecture and operations are necessary.

Proficiency in supporting Windows 7 and Windows 10 operating systems is required.

Experience with Office 2016 and Office 365 support is essential.

Two or more years of professional experience with gaming systems, point of sale (POS) systems, hotel property management systems (PMS), enterprise resource planning (ERP) systems, and audio-visual systems is preferred.

A bachelor's degree in computer science or equivalent technical experience is preferred.

Certifications such as A+, N+, or MCP are advantageous.

ITIL certification is also preferred.

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