NOC Technical Analyst

Job Description

The Oneida Nation Enterprises, L.L.C. is the largest employer in Madison and Oneida counties and one of the top employers in the 16 counties comprising Central New York. We employ individuals to work in the Oneida Indian Nation's government and business operations such as government programs, Turning Stone Resort Casino, Yellow Brick Road Casino, Point Place casino the SāvOn and Maple Leaf Market convenience stores, and various other business entities. We offer employment opportunities in fields such as travel & tourism, golf, leisure and recreation, entertainment, food & beverage, hospitality, automotive services, retail, healthcare, education, and media & communications, as well as in many other exciting fields.

We are currently seeking a NOC Support Analyst to join our growing IT/Innovation team!

Position Responsibilities:

Effectively supports operations startup, monitoring, control, and bringing down the operation of the computer systems using the computer or administrator console; the consoles of equipment at remote sites, and other control/monitor units.
Continually assesses the performance of the computer systems in order to maintain the parameters and standards of its operation, and to assist in making corrections or improvements in them.
Exhibits and performs superior troubleshooting techniques in a proactive environment in order to resolve issues as quick as possible and limit impact to business operations.
Supports the development of Operations Procedures and Manuals; ensures modifications are done in a timely manner to be effective with the implementation of change.
Establishes and follows Standard Operating Policies and Procedures for managing systems.
Ensures the backup schedule is processed and the tapes are rotated for offsite storage.
Performs 1^st and 2^nd Level Support for all systems and escalates trouble ticket as required by support model in a timely manner.
Opens trouble ticket as required by support model.
Conducts remote control of servers and desktops as required by support model during troubleshooting trouble tickets.
Places service calls for hardware and software to vendors as required by support model.
Resolves trouble tickets at fast as possible in accordance with support model, and in compliance with Service Level Agreements.
Monitors and initiates batch processing or work requests as required.
Ensures all system backups of data run as scheduled and performs all required tasks as necessary to protect the organization.
Complete Gaming System Audits
Responsible for On and Off Boarding

Job Requirements

Degree in Computer Science, or another related technical field, and/or equivalent experience of at least four yrs. in an IT environment.
Must be experienced in resolving a multitude of computer user difficulties.
Must demonstrate excellent troubleshooting skills; understands at what point to escalate issue to next support level.
Must possess a general knowledge of IBM AS/400 and OS/400, UNIX, Intel platform, database concepts, and networking protocols, concepts and devices.
Must have a basic understanding of the Windows operating systems.
Must be flexible and willing to work any shift – position is a 24X7 coverage support position.
Must possess knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
Must be detail-oriented and able to work effectively in a multi-tasking environment.
Must understand VPN and TFP
Understand Incident Management and Response.

Desired Qualifications:

Some type of Industry Certification
Experience in an Information Technology Call Center
Demonstrated experience working with gaming and/or hospitality systems.
Working knowledge of transaction processing and data flow in a large enterprise computing environment.

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