Las Vegas
Type of Shift
Full Time
Information Technology

IT Field Specialist II

Golden Entertainment Corporate (Las Vegas, NV)



Install, troubleshoot, document and maintain the applications and hardware utilized by all Golden Entertainment properties and corporate offices. Responsible for answering the Command Center phones, inbound tickets and email requests for assistance from both the internal and external guests in a timely manner, while ensuring Service Levels are met. Identify and organize tickets according to priority, and ability to abide by any and all Golden Entertainment company and departmental standards, policies and procedures.


Essential Functions and Responsibilities:

  • Answer and handle multiple phone calls while multitasking
  • Facilitate the escalation of service requests to the appropriate experienced technician or group
  • Follow-up to both internal and external guests on open and closed issues they have reported as needed to ensure resolution has met or is meeting the guest expectations
  • Identify and organize Command Center tickets according to priority
  • Installations of software, basic troubleshooting, maintenance of software applications
  • Remotely monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris
  • Perform first-level root cause analysis for problems
  • Provide first-level support in a timely manner for but not limited to the following; computer software, Microsoft programs, user management, print and file sharing
  • Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
  • 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



  • Minimum of one year experience with Golden Entertainment IT; or six months in the Golden IT Command Center; or 1-3 years of related IT experience
  • Score of 80% or higher on the Golden Entertainment IT Support Specialist 2 exam
  • Certification in A+, Net+, Sec+ is preferred
  • Demonstrated knowledge of the ability to troubleshoot issues with computer systems and software
  • Prior Casino / Hospitality / Guest Service experience preferred
  • Prior experience with but not limited to the following Hospitality Systems: LMS, Visual One, Saflok, InfoGenesis POS preferred
  • Prior experience with but not limited to the ServiceNow IT Service Management platform or other service desk ticketing systems
  • Read, and comprehend hardware and software documentation and manuals
  • 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 preferred
  • Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of company data
  • Willing and able to work any and all shifts as assigned, including nights, weekends and holidays
  • General knowledge of but not limited to the following products: Microsoft operating systems, Microsoft Office suite, Adobe programs, InfoGenesis, LMS, and Konami Synkros gaming systems
  • Minimum 21 years of age
  • High school diploma or equivalent required
  • Degree in Information Technology or related field preferred
  • Excellent interpersonal skills
  • Must have a reliable means of transportation
  • Proven ability to apply common sense and to solve problems
  • Meet set goals and deadlines, identify factors that may impact ability to meet deadlines
  • Provide consistent, outstanding service to both internal and external guests
  • Maintain professionalism, and confidentiality at all times
  • 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


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.