Type of Shift
Full Time
Information Technology

Field Tech Ops Specialist III

Aquarius Casino Resort



Responsible for providing onsite service and support to Golden Entertainment team members and act as field service technical resource working on assigned open tickets to resolve technical issues in a timely fashion. This relates to all technology, including but not limited to workstations, printers, networked devices, telephony, audio/video, and vendor specific hardware and software. Serve as a senior technical resource assisting both end users and less experienced support personnel in effectively identifying issues and using effective troubleshooting techniques to resolve end user technical issues.


Essential Functions and Responsibilities:

  • Deliver exceptional customer service when addressing end user requests
  • Serve as a user facing technical resource and works in collaboration with engineers and other senior staff as needed to provide effective end user support and issue resolution
  • Deliver new and repaired equipment to end user locations and verify operation and printing with all applications
  • Document all work completed in the IT ticketing system per department policy
  • Route unresolved issues to the appropriate escalation resource and communicate with them to ensure that the request is followed to completion
  • Manage escalated customer tickets in a timely and effective manner
  • Assist colleagues in troubleshooting complex operating problems
  • Coordinate the repair and return of defective equipment with appropriate vendors
  • Support users with special information requests. Recommend hardware and software if appropriate
  • Closely collaborate with service management, applications support and other IT team members on timely resolution of customer service issues
  • Install, setup, repair and update A/V equipment, devices and software as required
  • Track equipment's shelf life throughout the company and help replace the equipment and software as needed
  • Able to disassemble old equipment and build new equipment using new hardware
  • Promote secure desktop environments by reviewing known security practices, and current threats
  • Work with the team leaders in resource identification and planning
  • Demonstrate outstanding customer service through maintenance of high quality and integrity of the work environment
  • Manage multiple priorities and projects simultaneously
  • Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required
  • Assist with telephone equipment installation, troubleshooting and repair
  • Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
  • Perform other duties as assigned



  • Two years with Golden Entertainment IT or 3 to 5 years of experience performing in a senior technical support or help desk role in a large enterprise environment
  • Prior casino / hospitality / guest service experience preferred
  • GMS/ Pandora /Synkros experience preferred
  • Prior experience with but not limited to the following telecommunications systems; Mitel Telecommunications, VOIP, SIP Phones, Mitel voicemail preferred
  • Prior experience with Crestron control systems preferred
  • Prior experience using the service desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is highly desired
  • Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of company data
  • Ability to listen and analyze end user needs
  • Network switch configuration and low voltage knowledge preferred
  • General knowledge of but not limited to the following products; Microsoft operating systems, Microsoft Office programs and suites, Mac operating systems and programs, Adobe programs, Infogenesis POS, and various gaming systems
  • Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
  • Excellent interpersonal skills
  • Maintain professionalism, and confidentiality at all times
  • Certification in A+, Net+, Sec+ is preferred
  • Must have a reliable means of transportation; some travel is required
  • Willing and able to work any and all shifts as assigned, including weekends, holidays and take part in an on-call rotation as needed
  • High school diploma or equivalent required
  • Bachelor’s degree in computer science or information sciences from a four-year college or university; an equivalent combination of education and experience will be considered
  • Communicate effectively in English, both written and verbal
  • At least 21 years of age
  • Obtain and maintain all work cards as required by the company
  • Verify right to work in the United States


Work Cards

  • Nevada Gaming
  • Valid Driver License


Physical Requirements

  • Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time)
  • Sitting at a desk or table (up to 50% of the time)
  • Proven ability to lift, pull or push and at times carry up to 50 lbs.
  • Proven ability to maintain a high level of concentration over an extended period of time
  • Vision, speech, hearing, and literacy


Work Environment Potential Conditions

  • Indoor
  • Cold
  • Noisy
  • Smoky



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.