noc analyst

Summary:

The NOC Analyst is a Tier 2 level role within the IT Service Desk, ideal for Service Desk Specialists seeking career advancement. This position supports the monitoring of Windows-based systems and network infrastructure critical to casino operations. As an internal escalation point, the NOC Analyst works closely with the Service Desk team to resolve technical issues and ensure system stability in a 24/7 environment

Essential Functions and Responsibilities:

Monitoring & Alert Response

• Use monitoring tools (e.g., SolarWinds) to continuously observe the status of all critical systems, applications, and networks.
• Respond to system alerts, perform initial troubleshooting, and escalate complex issues to relevant IT teams.
• Document and track incidents through resolution.

Tier 2 Support

• Serve as the first escalation point for Service Desk Specialists.
• Act as the first point of contact for all technical issues and outages. Troubleshoot and resolve Tier 1 and Tier 2 incidents related to hardware, software, and networking. Escalate to IT support groups or vendors when necessary.
• Tracking and documenting daily work tasks and issues and communicating them with the rest of the team
• Troubleshoot Windows OS issues, user access problems, and basic network connectivity.
• Support software and hardware issues and ensure stable system performance
• Assist with Active Directory tasks such as password resets, group membership, and account provisioning.
• Support maintenance and monitoring of the system/server infrastructure to include patching, system upgrade, backup, and configuration
• Participate in an on-call rotation for after-hours support when needed.
• Update management on operational issues
• Develop and maintain work-flows and standard operating procedures for the Service Desk.
• Communicate effectively with both technical and non-technical staff during incidents. Provide timely status updates to management and affected teams.

Documentation & Knowledge Sharing

• Maintain accurate records of incidents, resolutions, and system changes.
• Contribute to internal knowledge base articles and troubleshooting guides.
• Provide feedback and training to Service Desk team members
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Perform other duties as assigned

Qualifications

• 1-3 years of experience in a Network Operations Center or IT support role, preferably within the gaming or hospitality industry.
• Familiarity with casino or hospitality IT environments is a plus.
• Must be able to obtain and maintain a gaming license or other necessary regulatory clearance
• Basic understanding of Windows Server and Active Directory.
• Exposure to monitoring tools (e.g., SolarWinds) is helpful.
• Knowledge of networking fundamentals (IP addressing, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow).
• Problem-solving skills to diagnose and resolve a variety of technical issues.
• Exceptional problem-solving skills with a proactive approach to incident management
• Strong verbal and written communication skills, capable of working with both technical and non-technical stakeholders
• Team-oriented mindset with a passion for collaboration and knowledge sharing
• Ability to adapt quickly to changes in technology and business needs

Requirements

• At least 21)Years of Age
• High school diploma or equivalent required; Associate degree or technical certification preferred.
• A24/7 operational support; shift work, weekends, and holidays may be required.
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• Nevada Gaming Registration
• Drivers License
• 3 Year DMV History Report (Include only if Driver's License is Required)

Physical Requirements

• Occasionally push/pull up to 50lbs.
• Occasionally lift and/or carry up to 50lbs. at floor, knee, waist, and chest levels
• Occasionally Squat, kneel, reach, bend, twist
• Frequently sit and work at a desk or computer
• Regularly standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Ability to distinguish between shades of color
• Ability to use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Outdoor
• Smoky
• Noisy
• Bright flashing lights
• Extreme Heights

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.